Assigned Support Engineer (AMER)

An overview of this role

As an Assigned Support Engineer, you’ll be a trusted technical advisor to GitLab’s largest Self-managed, GitLab Dedicated, and GitLab.com customers, helping them avoid operational disruption and get the most from GitLab. You’ll combine deep Linux systems expertise, GitLab and CI/CD knowledge, and a proactive support mindset to understand each customer’s environment, anticipate and prevent issues, and solve complex technical and business challenges. In a typical week, you might be prioritizing strategic blockers with customer stakeholders, partnering with Product, Development, Infrastructure, Customer Success, and Sales to drive defect resolution and influence the roadmap, or diving into code, logs, and tools like strace to troubleshoot performance issues. Your impact in the first year will be measured by customer trust, reduced critical incidents, and clear, reusable support content that empowers customers and GitLab teams alike.

What you’ll do

• Provide technical support to our largest Self-managed, GitLab Dedicated, and GitLab.com customers, ensuring their GitLab environments remain stable and performant.
• Troubleshoot and resolve complex, critical, and sensitive support issues using tools like Zendesk, logs, and Linux utilities such as strace, through email and video conferencing.
• Build strong, proactive relationships with key customer stakeholders, helping them prioritize and address their most important technical blockers.
• Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams to drive bug fixes, influence feature development, and help shape product goals and roadmap.
• Act as a technical expert on GitLab and CI/CD implementations, advising customers on how incidents and service interruptions impact their workflows and how to mitigate them.
• Create and improve support content, including documentation and knowledge articles, to help customers and GitLab team members resolve issues more efficiently.
• Partner closely with Support Engineering team members through pairing sessions and stable counterpart relationships to share knowledge and solve problems together.
• Contribute to team growth by participating in hiring processes, including reviewing applications and assessments and joining interviews.

What you’ll bring

• Background managing complex, customer facing support cases end to end, from initial inquiry and triage through reproduction, escalation, and resolution.
• Advanced troubleshooting skills with the ability to investigate ambiguous, multi-layered technical issues and identify root causes 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 how different deployment models and outages affect customers.
• 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) and familiarity with model-view-controller (MVC) frameworks, preferably Ruby on Rails.
• Effective communication skills for explaining complex technical topics to audiences with varying technical backgrounds and for building rapport with customer stakeholders.
• Familiarity with DevOps practices and technologies such as Kubernetes and serverless platforms, with openness to applying transferable skills from related domains.

About the team

The Support team is a fully distributed, global group across the AMER, EMEA, and APAC regions, focused on helping customers get the most from GitLab by troubleshooting complex issues and digging into code and logs to understand why something is not working as expected. As an Assigned Support Engineer, you’ll be part of our broader Support Engineering organization, working closely with other Support Engineers through regular pairing sessions, 1:1s, coffee chats, and Slack conversations to stay connected while collaborating asynchronously across time zones. We balance autonomy with accountability, giving you flexibility to structure your shift in a way that fits your life while ensuring we can reliably address customer issues. Thanks to GitLab’s Transparency value, you can see what we are working on in our Support Team page. Additionally, you can see our company roadmap and meetings to see what we are working on at any time.