SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
GitLab is seeking a Senior Support Engineer to join the Engineering department, bridging support and product development. In this role, you'll work directly with customers to resolve 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.
Your responsibilities include acting as an escalation point for difficult customer interactions, mentoring teammates on complex troubleshooting through pairing sessions, and advocating for improvements to support practices and product quality. You'll collaborate closely with Product, Development, Infrastructure, Customer Success, and Sales teams to ensure customer feedback directly shapes the roadmap. You'll also improve documentation, refine support processes, and participate in weekday and weekend on-call rotations providing emergency support for both self-managed GitLab and GitLab.com SaaS customers.
Key projects you may contribute to include tools like GitLab Detective (automated issue detection), GitLabSOS (server state capture), and SOSParser (log analysis). You'll help create reusable documentation and support content that makes the entire team more efficient.
You bring strong experience owning complex customer-facing technical cases from triage through resolution, with deep Linux systems administration, scripting, Git, and CI/CD expertise. You're comfortable investigating issues at both infrastructure and application levels, have experience with DevOps practices (Kubernetes, serverless), and can mentor others on troubleshooting and communication. You understand how different GitLab implementations operate and can collaborate effectively across engineering and product teams to turn customer feedback into improvements.
