Senior Support Engineer at Gitlab

Senior Support Engineer

Gitlab · Bangalore, Indiasenior

In short

▸Ingeniero de soporte senior que resuelve problemas técnicos complejos en entornos reales de GitLab.
▸Trabajas directamente con clientes, revisas código Ruby on Rails, logs y sistemas Linux para diagnosticar fallos.
▸Destaca que usas IA en tu día a día para mejorar la eficiencia y la calidad del soporte.

Required: English proficiency for customer and team communication.

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What they ask for

✓Experiencia en soporte técnico de alto nivel con sistemas Linux.
✓Conocimiento profundo de Ruby on Rails y código de aplicaciones web.
✓Capacidad para analizar logs, rastrear errores y reproducir fallos en entornos de producción.
✓Habilidades avanzadas de comunicación con clientes y colaboración inter-equipo.
✓Experiencia en herramientas de gestión de tickets (como Zendesk).
✓Disposición para contribuir con merge requests y mejorar la documentación.

Don't tick every box? That's normal — your free dossier shows your gaps and how to cover them in the interview.

GitLabRuby on RailsLinuxZendeskOmnibusLogsGitLab.comChatOpsMerge RequestsIssue Tracker

Who should you write to at Gitlab?

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GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100* trust GitLab to ship better, more secure software faster. 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. 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. Claim based on GitLab data. 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. An overview of this role As a Support Engineer at GitLab, you'll sit at the intersection of Support and Engineering, helping customers solve complex, real-world challenges while running GitLab in diverse and demanding environments. You'll join the Engineering department and work directly with customers as they encounter edge cases. You'll dig into Linux systems, logs, and our Ruby on Rails codebase to troubleshoot performance issues, reproduce bugs, and contribute merge requests that fix problems at the source. You'll also improve our documentation, refine support processes in our issue tracker, and collaborate closely with Product, Development, Infrastructure, Customer Success, and Sales so customer feedback directly shapes our roadmap. In your first year, you'll build deep expertise across a range of GitLab implementations, strengthen our ability to keep customers productive on both self-managed GitLab and GitLab.com software as a service, and help create tools and content that make support more efficient and effective for the entire team. Some examples of our projects: • A tool to automatically check a GitLab Omnibus install for known issues • A solution to capture the state of a customer’s server for easier troubleshooting • A tool which turns log files into interactive tables to easily sort and filter columns • A ChatOps feature that makes it easier to identify user accounts on GitLab.com What you’ll do • Act as an escalation point for difficult customer interactions and lead the resolution of complex issues through Zendesk tickets, merge requests, email, and video calls. • Mentor and guide teammates on complex troubleshooting and customer communication through pairing sessions and cross-team collaboration. • Advocate for and drive improvements to support practices, product quality, and reusable documentation and support content that directly influence team objectives. • Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams to shape product goals, roadmaps, and priorities while driving fixes and new features. • Participate in re

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