Senior Assigned Support Engineer (AMER)

ABOUT THE ROLE GitLab is the intelligent orchestration platform for DevSecOps, trusted by more than 50 million users and half of the Fortune 100 to ship secure, high‑quality software faster. As a Senior Assigned Support Engineer you will serve as the primary technical advisor for our largest Self‑managed, Dedicated, and GitLab.com customers. Your mission is to keep their environments stable, performant, and secure while proactively preventing incidents that could disrupt their delivery pipelines. You will partner with Product, Development, Infrastructure, Customer Success, and Sales to influence the roadmap, resolve critical bugs, and create reusable knowledge that empowers both customers and internal teams. WHAT YOU’LL DO - Provide expert, end‑to‑end support for high‑impact customers, diagnosing and resolving complex issues through logs, strace, and other Linux utilities. - Build and nurture proactive relationships with key stakeholders, prioritising technical blockers and guiding customers through mitigation strategies. - Collaborate across cross‑functional teams to drive defect resolution, feature prioritisation, and product improvements. - Act as a GitLab and CI/CD subject‑matter expert, advising on deployment models, outage impact, and best‑practice mitigations. - Author and refine support content, including runbooks, knowledge articles, and troubleshooting guides that reduce resolution time for both customers and engineers. - Mentor peers through pairing sessions and stable‑counterpart relationships, sharing insights and elevating team capability. - Participate in hiring, reviewing applications, and interviewing candidates to grow the support engineering team. WHAT YOU’LL NEED - Proven experience managing complex, customer‑facing support cases from triage to resolution, with a track record of reducing critical incidents. - Advanced troubleshooting skills, able to dissect ambiguous, multi‑layered problems across applications, infrastructure, and integrations. - Strong Linux systems administration expertise (LFCE or RHCE equivalent), including performance analysis and low‑level debugging. - Hands‑on knowledge of GitLab, CI/CD pipelines, and the impact of different deployment models on customer workflows. - Proficiency in scripting (Ruby, Bash) and familiarity with MVC frameworks, preferably Ruby on Rails. - Excellent communication skills, capable of translating technical concepts for diverse audiences and building rapport with stakeholders. WHY REMOTE GitLab’s distributed, asynchronous culture empowers teams to work from anywhere while maintaining high productivity and collaboration. Flexible schedules allow you to balance personal commitments with professional responsibilities, and a fully remote environment gives you the freedom to create the workspace that best supports your focus and creativity. Our global team shares knowledge through real‑time chat, video calls, and shared documentation, ensuring you never feel isolated and always have the support you need to succeed. BENEFITS Health, dental, and vision coverage for you and your dependents. Generous paid time off and a flexible holiday policy. A remote work stipend to cover home‑office expenses. A dedicated learning budget for courses, certifications, and conferences. Competitive salary, equity, and performance bonuses. Continuous career development and mentorship opportunities within a fast‑growing, innovative company.