Senior Support Engineer, EMEA

GitLab

Senior Support Engineer troubleshooting Linux, GitLab, and CI/CD issues for GitLab’s largest customers. Advising stakeholders and shaping product improvements for its DevSecOps orchestration platform.

Posted 8/20/2026full-timeRemote • 🇬🇧 United KingdomSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates advanced troubleshooting skills in Linux systems administration and CI/CD implementations, with a strong ability to manage complex customer-facing support cases and create effective documentation. Proficient in building relationships with stakeholders and collaborating across teams to drive product improvements.

Highest-signal resume keywords

Advanced Troubleshooting SkillsLinux Systems AdministrationGitLab and CI/CD ExperienceScripting Proficiency in Ruby or BashEffective Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Advanced TroubleshootingLinux Systems AdministrationGitLabCI/CDScripting LanguagesRubyBashMVC FrameworksRuby on RailsPerformance Analysis

Soft Skills

Effective CommunicationRelationship Building

Tools & Technologies

ZendeskKubernetesServerless Platforms

Certifications & Qualifications

LFCERHCE

Industry Keywords

DevOps PracticesTechnical SupportCustomer SuccessDocumentationTroubleshooting Guides

Tech Stack

Tools & technologies

KubernetesLinuxRubyRuby on Rails

About the role

Key responsibilities & impact

Provide technical support to the largest Self-managed, GitLab Dedicated, and GitLab.com customers
Troubleshoot and resolve complex, critical, and sensitive issues using Zendesk, logs, strace, and Linux utilities via email and video conferencing
Build proactive relationships with key customer stakeholders and help prioritize technical blockers
Collaborate with Product, Development, Infrastructure, Customer Success, and Sales to drive bug fixes, influence feature development, and shape product goals and roadmap
Advise customers on GitLab and CI/CD implementations and mitigation of incidents and service interruptions
Create and improve documentation, knowledge articles, runbooks, and troubleshooting guides
Partner with Support Engineering colleagues through pairing sessions and stable counterpart relationships
Participate in hiring by reviewing applications and assessments and joining interviews

Requirements

What you’ll need

Background managing complex, customer-facing support cases end to end, from initial inquiry and triage through reproduction, escalation, and resolution
Advanced troubleshooting skills across applications, infrastructure, and integrations
Strong Linux systems administration knowledge, including performance analysis and low-level debugging tools
LFCE or RHCE equivalent knowledge
Practical experience with GitLab and continuous integration / continuous delivery (CI/CD)
Ability to write and maintain reusable support content, knowledge articles, runbooks, and troubleshooting guides
Proficiency with scripting languages such as Ruby or Bash
Familiarity with MVC frameworks, preferably Ruby on Rails
Effective communication skills for explaining complex technical topics and building rapport with customer stakeholders
Familiarity with DevOps practices and technologies such as Kubernetes and serverless platforms
Openness to applying transferable skills from related domains
Ability to incorporate AI into daily workflows

Benefits

Comp & perks

Benefits to support your health, finances, and well-being
Flexible Paid Time Off (PTO)
Team Member Resource Groups
Equity Compensation & Employee Stock Purchase Plan
Growth and Development Fund
Parental Leave
Fully distributed work environment
Flexible shift structure
Remote work