Senior Support Engineer

About the role

We structure our shifts to support our personal lives while meeting customer needs. Thanks to GitLab’s transparency value, you can see what we are working on and how we operate on our Support Team page . Benefits to support your health, finances, and well-being Equity Compensation & Employee Stock Purchase Plan

What you'll do

• Act as an escalation point for difficult customer interactions and lead the resolution of complex issues through Zendesk tickets, merge requests, email, and video calls
• Mentor and guide teammates on complex troubleshooting and customer communication through pairing sessions and cross-team collaboration
• Advocate for and drive improvements to support practices, product quality, and reusable documentation and support content that directly influence team objectives
• Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams to shape product goals, roadmaps
• Participate in hiring by reviewing applications and assessments and joining interviews to help grow the Support team

What you need

• 6–10 years in it support & networking
• Troubleshooting
• Linux
• Git
• Kubernetes
• Customer success
• Zendesk
• Any graduate

Good to have

• Ruby