{"id":753,"date":"2025-12-08T14:19:31","date_gmt":"2025-12-08T14:19:31","guid":{"rendered":"https:\/\/skillbasedmatching.com\/jobs\/?post_type=jobpost&#038;p=753"},"modified":"2025-12-08T14:19:34","modified_gmt":"2025-12-08T14:19:34","slug":"assigned-support-engineer-amer-devsecops-platform","status":"publish","type":"jobpost","link":"https:\/\/skillbasedmatching.com\/jobs\/current-jobs\/assigned-support-engineer-amer-devsecops-platform\/","title":{"rendered":"Assigned Support Engineer (AMER) \u2013 DevSecOps Platform"},"content":{"rendered":"\n<p>\u200bThis is a <strong>remote<\/strong> <strong>Assigned Support Engineer<\/strong> role at GitLab, a high-growth, AI-powered DevSecOps platform company. This engineer acts as a <strong>trusted technical advisor<\/strong> to GitLab\u2019s 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.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u200b<strong>Location:<\/strong> Remote, Americas.<\/li>\n\n\n\n<li>\u200b<strong>Focus:<\/strong> Combining <strong>deep Linux systems expertise<\/strong>, GitLab\/CI\/CD knowledge, and advanced troubleshooting to manage complex, critical customer cases end-to-end.<\/li>\n\n\n\n<li>\u200b<strong>Key Activity:<\/strong> Building strong, proactive relationships with key customer stakeholders to prioritize strategic technical blockers.<\/li>\n\n\n\n<li>\u200b<strong>AI Expectation:<\/strong> Expected to <strong>incorporate AI into daily workflows<\/strong> as a core productivity multiplier.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">\u200bKey Responsibilities: Proactive Support and Technical Expertise<\/h2>\n\n\n\n<p>\u200bThe engineer&#8217;s impact is measured by customer trust, reduced critical incidents, and the creation of reusable support content.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u200b<strong>Proactive Customer Support:<\/strong> Provide technical support to the largest customers, ensuring their GitLab environments remain <strong>stable and performant<\/strong>.<\/li>\n\n\n\n<li>\u200b<strong>Relationship Building:<\/strong> Build strong, proactive relationships with key customer stakeholders, helping them <strong>prioritize and address their most important technical blockers<\/strong>.<\/li>\n\n\n\n<li>\u200b<strong>Complex Troubleshooting:<\/strong> Troubleshoot and resolve complex, critical, and sensitive issues using tools like <strong>Zendesk, logs, and Linux utilities such as strace<\/strong>, communicating via email and video conferencing.<\/li>\n\n\n\n<li>\u200b<strong>Collaboration and Advocacy:<\/strong> Collaborate with <strong>Product, Development, Infrastructure, Customer Success, and Sales<\/strong> teams to drive bug fixes, influence feature development, and shape the product roadmap.<\/li>\n\n\n\n<li>\u200b<strong>CI\/CD Advising:<\/strong> Act as a technical expert on GitLab and <strong>Continuous Integration \/ Continuous Delivery (CI\/CD)<\/strong> implementations, advising customers on incident mitigation.<\/li>\n\n\n\n<li>\u200b<strong>Content Creation:<\/strong> Create and improve support content, including <strong>documentation and knowledge articles<\/strong>, to empower customers and other GitLab teams to resolve issues more efficiently.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">\u200bRequired Skills and Background<\/h2>\n\n\n\n<p>\u200bThe role demands a strong background in managing complex cases and deep Linux\/code-level troubleshooting ability.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u200b<strong>Case Management:<\/strong> Experience managing complex, customer-facing support cases <strong>end to end<\/strong>, from initial inquiry and triage through reproduction, escalation, and resolution.<\/li>\n\n\n\n<li>\u200b<strong>Advanced Troubleshooting:<\/strong> Advanced troubleshooting skills to investigate ambiguous, multi-layered technical issues and identify root causes across applications, infrastructure, and integrations.<\/li>\n\n\n\n<li>\u200b<strong>Linux Systems Expertise:<\/strong> <strong>Strong Linux systems administration knowledge<\/strong> (LFCE or RHCE equivalent), including performance analysis and low-level debugging tools.<\/li>\n\n\n\n<li>\u200b<strong>GitLab\/CI\/CD Knowledge:<\/strong> Practical experience with <strong>GitLab and CI\/CD<\/strong>, understanding how different deployment models and outages affect customers.<\/li>\n\n\n\n<li>\u200b<strong>Coding\/Scripting:<\/strong>\n<ul class=\"wp-block-list\">\n<li>\u200bProficiency with <strong>scripting languages<\/strong> (such as Ruby or Bash).<\/li>\n\n\n\n<li>\u200bFamiliarity with model-view-controller (MVC) frameworks, preferably <strong>Ruby on Rails<\/strong>.<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>\u200b<strong>Communication:<\/strong> Effective communication skills for explaining complex technical topics to audiences with <strong>varying technical backgrounds<\/strong> and for building rapport.<\/li>\n\n\n\n<li>\u200b<strong>DevOps Familiarity:<\/strong> Familiarity with <strong>DevOps practices and technologies<\/strong> such as Kubernetes and serverless platforms.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>\u200bThis 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\u2019s 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 [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"menu_order":0,"template":"","jobpost_category":[1235,648,734],"jobpost_job_type":[39],"jobpost_location":[1041],"jobpost_tag":[2995,1660,3491,381,3492,1310,2046,3496,81,3494,3495,3493,2109],"class_list":["post-753","jobpost","type-jobpost","status-publish","hentry","jobpost_category-devops","jobpost_category-information-technology","jobpost_category-support-service","jobpost_job_type-remote","jobpost_location-united-states","jobpost_tag-advanced-troubleshooting","jobpost_tag-ai-integration","jobpost_tag-assigned-support-engineer","jobpost_tag-ci-cd","jobpost_tag-devsecops-platform","jobpost_tag-gitlab","jobpost_tag-linux-administration","jobpost_tag-product-roadmap-influence","jobpost_tag-remote","jobpost_tag-ruby-on-rails","jobpost_tag-strace","jobpost_tag-technical-advisor","jobpost_tag-zendesk"],"_links":{"self":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost\/753","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost"}],"about":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/types\/jobpost"}],"author":[{"embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/users\/1"}],"wp:attachment":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/media?parent=753"}],"wp:term":[{"taxonomy":"jobpost_category","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_category?post=753"},{"taxonomy":"jobpost_job_type","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_job_type?post=753"},{"taxonomy":"jobpost_location","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_location?post=753"},{"taxonomy":"jobpost_tag","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_tag?post=753"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}