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GitLab is seeking a Senior Assigned Support Engineer for the EMEA region to serve as a trusted technical advisor to the company's largest Self-managed, GitLab Dedicated, and GitLab.com customers. In this role, you will combine deep Linux systems expertise, GitLab and CI/CD knowledge, and a proactive support mindset to understand customer environments, anticipate and prevent issues, and solve complex technical and business challenges.
Key responsibilities include providing technical support to enterprise customers, troubleshooting and resolving complex critical issues using tools like Zendesk, logs, and Linux utilities (strace, etc.), and building strong proactive relationships with key customer stakeholders. You will collaborate cross-functionally with Product, Development, Infrastructure, Customer Success, and Sales teams to drive defect resolution and influence the product roadmap. You'll act as a technical expert on GitLab and CI/CD implementations, advising customers on how incidents impact their workflows and mitigation strategies.
Additional responsibilities include creating and improving support content (documentation, knowledge articles), partnering with Support Engineering team members through pairing sessions and stable counterpart relationships, and contributing to team growth by participating in hiring processes.
Required qualifications include background managing complex customer-facing support cases end-to-end, advanced troubleshooting skills for multi-layered technical issues, strong Linux systems administration knowledge (LFCE or RHCE equivalent), and practical experience with GitLab and CI/CD. You should be comfortable with low-level debugging tools and have demonstrated ability to work with enterprise customers on mission-critical systems.
