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GitLab is seeking a Senior Support Engineer to join its Engineering department in Bangalore. In this role, you'll bridge support and engineering, working directly with customers to solve complex, real-world challenges as they run GitLab in diverse environments.
You'll investigate Linux systems, logs, and the Ruby on Rails codebase to troubleshoot performance issues, reproduce bugs, and contribute merge requests that fix problems at the source. You'll act as an escalation point for difficult customer interactions, leading resolution through Zendesk tickets, merge requests, email, and video calls. Your responsibilities include mentoring teammates on complex troubleshooting and customer communication through pairing sessions and cross-team collaboration.
You'll advocate for improvements to support practices, product quality, and documentation that directly influence team objectives. Collaboration is central: you'll work with Product, Development, Infrastructure, Customer Success, and Sales teams to shape product goals, roadmaps, and priorities while driving fixes and new features. You'll participate in regular weekday and weekend on-call rotations during daytime hours, providing emergency support for self-managed GitLab and SaaS customers, and coordinate incident communications with the GitLab.com Production team.
You'll also participate in hiring by reviewing applications, assessments, and joining interviews to help grow the Support team. Example projects include GitLab Detective (a tool to automatically check GitLab Omnibus installs for known issues), GitLabSOS (capturing server state for easier troubleshooting), SOSParser (turning log files into interactive tables), and ChatOps features.
Required experience includes owning complex, customer-facing technical cases from initial contact through resolution, strong Linux systems administration and scripting skills, Git and CI/CD expertise in production environments, and the ability to investigate issues at both infrastructure and application levels. You should be comfortable mentoring teammates, collaborating with cross-functional teams to turn customer feedback into product improvements, and have familiarity with DevOps practices like Kubernetes and serverless computing.
