Senior Support Engineer, AMER

GitLab

Senior support engineer helping GitLab customers troubleshoot Linux, GitLab, and CI/CD issues. Advising strategic customers and shaping fixes for GitLab’s DevSecOps platform.

Posted 8/20/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $126,400 - $213,600 per yearWebsite

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 support cases and create clear 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 FrameworksPerformance AnalysisLow-Level Debugging

Soft Skills

Effective CommunicationRelationship Building

Tools & Technologies

ZendeskKubernetesServerless Platforms

Certifications & Qualifications

LFCERHCE

Industry Keywords

Technical SupportCustomer Facing SupportDocumentationIncident MitigationDevOps Practices

Tech Stack

Tools & technologies

KubernetesLinuxRubyRuby on Rails

About the role

Key responsibilities & impact

Provide technical support to GitLab’s largest Self-managed, GitLab Dedicated, and GitLab.com customers
Troubleshoot and resolve complex, critical, and sensitive support issues using Zendesk, logs, and Linux utilities such as strace through 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 incident mitigation
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 (LFCE or RHCE equivalent), including performance analysis and low-level debugging tools
Practical experience with GitLab and continuous integration / continuous delivery (CI/CD), including deployment models and outages
Ability to write and maintain clear, reusable support content such as knowledge articles, runbooks, and troubleshooting guides
Proficiency with scripting languages such as Ruby or Bash
Familiarity with model-view-controller (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
All team members expected to incorporate AI into daily workflows

Benefits

Comp & perks

Benefits to support your health, finances, and well-being
Flexible Paid Time Off
Team Member Resource Groups
Equity Compensation & Employee Stock Purchase Plan
Growth and Development Fund
Parental Leave