Assigned Support Engineer (AMER)

GitLab; Indonesia; Remote; IDR 200.000.000 - 300.000.000; Full time

Job summary

A leading software development company is seeking an Assigned Support Engineer to provide top-notch technical support for its customers. You will leverage your deep technical expertise to troubleshoot complex issues and engage with key customer stakeholders. Passion for customer service and solid problem-solving skills are essential for success in this remote role. Join us in transforming how users experience our software products.

Qualifications

• Experience managing customer-facing cases throughout the support lifecycle.
• Ability to navigate multi-layered technical challenges.
• Anticipate customer needs and empower through documentation.

Responsibilities

• Provide technical support to GitLab customers.
• Engage with key customer stakeholders.
• Resolve complex support issues via Zendesk and other channels.

Skills

Customer support management

Advanced problem-solving

Proactive support mindset

Experience with GitLab and CI/CD

Excellent Linux systems administration

Scripting languages knowledge

Expertise in writing support content

Complex technical communication

Familiarity with DevOps methodologies

Job description

GitLab is an open-core software company that develops the most comprehensive AI-powered DevSecOps Platform , used by more than 100,000 organizations. Our mission is to enable everyone to contribute to and co-create the software that powers our world. When everyone can contribute, consumers become contributors, significantly accelerating human progress. Our platform unites teams and organizations, breaking down barriers and redefining what's possible in software development. Thanks to products like Duo Enterprise and Duo Agent Platform , customers get AI benefits at every stage of the SDLC.

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.

An overview of this role

Assigned Support Engineers (ASEs) are trusted by GitLab's largest customers to minimize operational disruption and ensure a successful product experience. You will combine deep technical expertise with strategic customer engagement to develop an intimate understanding of each customer's GitLab technical and operating environment, enabling you to prevent issues before they occur and find solutions to complex technical and business challenges faced while using GitLab.

In the space of a week, you might be meeting with customers to prioritize work on their most strategic blockers, interacting with the Product and Engineering teams to drive product defect resolution, or doing behind the scenes work of a Linux administrator troubleshooting performance problems by using strace on a particular process.

What you’ll do

• Provide technical support to our largest Self-managed, GitLab Dedicated and GitLab.com customers.
• Proactively engage with and build rapport with key customer stakeholders.
• Troubleshoot and resolve complex, critical, and sensitive support issues via Zendesk tickets, email and video conferencing.
• Participate in our hiring processes by reviewing applications and assessments, and by participating in interviews.

What you’ll bring

• Experience in, and passion for managing customer facing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand off to the development team, and case resolution
• Advanced problem-solving capabilities with the ability to navigate ambiguous, multi-layered technical challenges and architect solutions that address root causes rather than symptoms.
• Proactive support mindset that anticipates customer needs before they escalate, identifies patterns and trends across incidents, and empowers customers through comprehensive documentation, knowledge articles, and self-service tooling.
• Experience with GitLab and CI/CD; understanding the range of different GitLab implementations, and how service interruptions impact the customer
• Excellent Linux systems administration knowledge (LFCE or RHCE equivalent knowledge)
• Ability to use scripting languages (preferably Ruby or Bash), and MVC frameworks (preferably Ruby on Rails)
• Expertise in writing support content
• Ability to communicate complex technical topics to customers and coworkers of varying technical skill level
• Familiarity with DevOps methodologies and technologies like Serverless and Kubernetes.

About the team

The Support team is distributed all over the world across AMER, EMEA, and APAC regions. Support Engineers work on Support Tickets and helping GitLab’s customers, but they also dig into the code and logs to find out why something is not working as expected. The Collaboration here at GitLab is extraordinary and exciting - Support Engineers solve complex problems together and participate in regular pairing sessions and 1:1s, as well as coffee chats and Slack conversations that help them stay connected. Team members are given the ability to structure their shift the way it best suits their private life while maintaining our ability to address customer issues.

The base salary range for this role’s listed level is currently for residents of the United States only. This range is intended to reflect the role's base salary rate in locations throughout the US. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, alignment with market data, and geographic location. The base salary range does not include any bonuses, equity, or benefits. See more information on our benefits and equity. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. 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're excited about this role, please apply and allow our recruiters to assess your application.

Country Hiring Guidelines:

GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.

GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.