Senior Support Engineer (AMER)

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Requirements:

• Experience managing customer-facing cases throughout the entire support lifecycle.
• Experience with GitLab and CI/CD; understanding different GitLab implementations.
• Excellent Linux systems administration knowledge (LFCE or RHCE equivalent).
• Ability to use scripting languages (preferably Ruby or Bash) and MVC frameworks (preferably Ruby on Rails).
• Expertise in writing support content.
• Ability to communicate complex technical topics to customers and coworkers of varying technical skill levels.
• Familiarity with DevOps methodologies and technologies like Serverless and Kubernetes.

Responsibilities:

• Initially support a mix of Self-managed and GitLab.com (SaaS) customers and resolve their issues through various channels.
• Transition to working with assigned accounts, taking initiative to understand their environments and challenges.
• Advocate for customers by anticipating their needs and providing tailored solutions.
• Collaborate with Product, Development, Infrastructure, Customer Success, and Sales Teams.
• Create and update documentation based on customer interactions.
• Participate in on-call rotations providing emergency support.
• Participate in the hiring process by reviewing applications and participating in interviews.