Senior Assigned Support Engineer, EMEA — Remote

Software Careers; United Kingdom; On-site; GBP 90,000 - 120,000; Full time

Job summary

GitLab is hiring a Senior Assigned Support Engineer (EMEA) for a fully remote role in the United Kingdom. You will leverage deep Linux systems knowledge, GitLab/CI/CD expertise, and a proactive support mindset to help enterprise customers prevent incidents and optimize performance.

You will collaborate with Product, Development, Infrastructure, and Sales teams, create reusable runbooks, and contribute to knowledge content while shaping roadmaps and incident response best practices.

Qualifications

• Background managing complex, customer facing support cases end to end, from inquiry to resolution.
• Advanced troubleshooting skills to investigate ambiguous, multi-layered issues across apps, infra, and integrations.
• Practical experience with GitLab and CI/CD, understanding deployment models and outages affecting customers.
• Ability to write and maintain clear, reusable support content such as runbooks and knowledge articles.
• Proficiency with scripting languages (Ruby or Bash) and familiarity with MVC frameworks (Ruby on Rails).
• Familiarity with DevOps practices and technologies such as Kubernetes and serverless platforms.

Responsibilities

• Provide technical support to our largest Self-managed, GitLab Dedicated, and GitLab.com customers, ensuring stable environments.
• Troubleshoot and resolve complex, critical issues using Zendesk, logs, and Linux utilities such as strace.
• Build proactive relationships with customer stakeholders to address blockers.
• Collaborate with Product, Development, Infrastructure, Customer Success, and Sales to drive fixes and roadmap.
• Act as a technical expert on GitLab and CI/CD, advising on incidents and mitigations.
• Create and improve support content to help customers and teams resolve issues faster.
• Partner with Support Engineering teammates through pairing and knowledge sharing.
• Contribute to team growth through participating in hiring processes.

Skills

Linux Admin

CI/CD

Scripting (Ruby/Bash)

Troubleshooting

Kubernetes

GitLab

Customer Support

Education

LFCE/RHCE equivalent

Tools

Zendesk

strace

Job description

GitLab is hiring a Senior Assigned Support Engineer (EMEA) for a fully remote role in the United Kingdom. You will leverage deep Linux systems knowledge, GitLab/CI/CD expertise, and a proactive support mindset to help enterprise customers prevent incidents and optimize performance.

You will collaborate with Product, Development, Infrastructure, and Sales teams, create reusable runbooks, and contribute to knowledge content while shaping roadmaps and incident response best practices.