Senior Support Engineer

GitLabDevOps software

Location: Remote, South KoreaFull-TimeSenior

Salary not disclosed

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Job Details

Own complex customer-facing technical cases from initial contact through triage, reproduction, bug reporting, resolution, and customer communication.
Handle difficult or escalated customer interactions.
Have strong experience with Linux systems administration.
Have experience with scripting and Git.
Have experience with continuous integration and continuous delivery in production or customer environments.
Investigate issues at both infrastructure and application levels.
Mentor teammates on complex troubleshooting and customer communication.
Collaborate with Product, Engineering, and Sales teams to turn customer feedback into fixes, feature improvements, and roadmap priorities.
Be familiar with DevOps practices and technologies such as Kubernetes and serverless computing.
Understand how different GitLab implementations operate and affect customers.
Have fluent Korean language skills.

Lead resolution of complex customer issues through Zendesk tickets, merge requests, email, and video calls.
Troubleshoot customer environments by investigating Linux systems, logs, and GitLab’s Ruby on Rails codebase.
Reproduce bugs and contribute merge requests that fix problems at the source.
Mentor teammates on complex troubleshooting and customer communication through pairing and collaboration.
Improve support practices, product quality, documentation, and reusable support content.
Collaborate with Product, Development, Infrastructure, Customer Success, and Sales on product goals, roadmaps, and priorities.
Participate in weekday and weekend on-call rotations during daytime hours and coordinate incident communications with the GitLab.com Production team.
Review applications and assessments and participate in interviews.

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