engineering
Posted 3 days agoSenior Assigned Support Engineer (EMEA)
at GitLab
United KingdomRemote
Responsibilities
- 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.
- Create and improve support content, including documentation and knowledge articles, to help customers and GitLab team members resolve issues more efficiently.
Requirements
- GitLab is the intelligent orchestration platform for DevSecOps.
- The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact.
- 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.
- 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.
- 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.
- 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.
- Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification.
- If you have a disability or special need that requires accommodation , please let us know during the recruiting process .
Benefits
- Flexible Paid Time Off
- Equity Compensation & Employee Stock Purchase Plan
- Growth and Development Fund
- Parental Leave
Contact
- 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.
- Provide technical support to our largest Self-managed, GitLab Dedicated, and GitLab.com customers, ensuring their GitLab environments remain stable and performant.
Additional details
- More than 50 million registered users and more than 50% of the Fortune 100
- trust GitLab to ship better, more secure software faster.
- GitLab is where careers accelerate, innovation flourishes, and every voice is valued.
- Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems.
- Co-create the future with us as we build technology that transforms how the world develops software.
- Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license.
- Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025.
- Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab.
- 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