​This is a remote Assigned Support Engineer role at GitLab, a high-growth, AI-powered DevSecOps platform company. This engineer acts as a trusted technical advisor to GitLab’s largest customers (Self-managed, GitLab Dedicated, and GitLab.com). The role is highly proactive, focusing on preventing operational disruption, solving complex, critical issues, and influencing the product roadmap based on customer needs.

• ​Location: Remote, Americas.
• ​Focus: Combining deep Linux systems expertise, GitLab/CI/CD knowledge, and advanced troubleshooting to manage complex, critical customer cases end-to-end.
• ​Key Activity: Building strong, proactive relationships with key customer stakeholders to prioritize strategic technical blockers.
• ​AI Expectation: Expected to incorporate AI into daily workflows as a core productivity multiplier.

​Key Responsibilities: Proactive Support and Technical Expertise

​The engineer’s impact is measured by customer trust, reduced critical incidents, and the creation of reusable support content.

• ​Proactive Customer Support: Provide technical support to the largest customers, ensuring their GitLab environments remain stable and performant.
• ​Relationship Building: Build strong, proactive relationships with key customer stakeholders, helping them prioritize and address their most important technical blockers.
• ​Complex Troubleshooting: Troubleshoot and resolve complex, critical, and sensitive issues using tools like Zendesk, logs, and Linux utilities such as strace, communicating via email and video conferencing.
• ​Collaboration and Advocacy: Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams to drive bug fixes, influence feature development, and shape the product roadmap.
• ​CI/CD Advising: Act as a technical expert on GitLab and Continuous Integration / Continuous Delivery (CI/CD) implementations, advising customers on incident mitigation.
• ​Content Creation: Create and improve support content, including documentation and knowledge articles, to empower customers and other GitLab teams to resolve issues more efficiently.

​Required Skills and Background

​The role demands a strong background in managing complex cases and deep Linux/code-level troubleshooting ability.

• ​Case Management: Experience managing complex, customer-facing support cases end to end, from initial inquiry and triage through reproduction, escalation, and resolution.
• ​Advanced Troubleshooting: Advanced troubleshooting skills to investigate ambiguous, multi-layered technical issues and identify root causes across applications, infrastructure, and integrations.
• ​Linux Systems Expertise: Strong Linux systems administration knowledge (LFCE or RHCE equivalent), including performance analysis and low-level debugging tools.
• ​GitLab/CI/CD Knowledge: Practical experience with GitLab and CI/CD, understanding how different deployment models and outages affect customers.
• ​Coding/Scripting:
  • ​Proficiency with scripting languages (such as Ruby or Bash).
  • ​Familiarity with model-view-controller (MVC) frameworks, preferably Ruby on Rails.
• ​Communication: Effective communication skills for explaining complex technical topics to audiences with varying technical backgrounds and for building rapport.
• ​DevOps Familiarity: Familiarity with DevOps practices and technologies such as Kubernetes and serverless platforms.