Senior 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.