Assigned Support Engineer / Senior Support Engineer (EMEA)

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

Job summary

A leading software company is seeking a Support Engineer to provide top-notch assistance to its customers. You will resolve issues, advocate for customer needs, and contribute to documentation. Ideal candidates have strong Linux knowledge, experience with GitLab, and excellent communication skills. This role is fully remote, allowing you to work from anywhere with a global team.

Qualifications

• Experience in managing customer-facing cases across the full support lifecycle.
• Excellent Linux systems administration knowledge.
• Ability to communicate complex technical topics effectively.

Responsibilities

• Support a mix of Self-managed and GitLab.com customers.
• Create and update documentation based on customer interactions.
• Advocate for customers and deliver tailored solutions.

Skills

Linux systems administration

Scripting languages (Ruby or Bash)

DevOps methodologies

Communication of technical topics

Tools

GitLab

Zendesk

Ruby on Rails

Kubernetes

Job description

Remote, EMEA; Remote, Europe; Remote, Europe-North/Central

GitLab is an open-core software company that develops the 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. 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. 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

Support Engineering at GitLab is embedded within the Engineering department and operates where Support and Engineering meet. You’ll interact with customers daily as they encounter edge cases of running GitLab in complex environments. You may troubleshoot Linux performance issues, work with the Product team to ensure bug report steps are reproducible, or dive into our codebase to help fix a customer issue through a merge request.

You’ll also contribute to the source code, improve our documentation, and help build more efficient support processes in our issue tracker. We value a world where everyone can contribute, and as a member of the support team you’ll have opportunities to use your skills to improve the user experience.

What you’ll do

• Initially support a mix of Self-managed and GitLab.com (SaaS) customers and resolve issues via Zendesk tickets, merge requests, email and video conferencing
• Transition to working with assigned accounts, proactively understanding their environments, business objectives, and challenges
• Advocate for customers by anticipating their needs and delivering tailored solutions for a seamless support experience
• Create and update documentation based on customer interactions
• Participate in regular on-call rotations (weekday and weekend, daytime as required) providing emergency support or coordinating incident communications with the SaaS Production team
• Participate in hiring processes by reviewing applications and assessments and taking part in interviews

What you’ll bring

• Experience in managing customer-facing cases across the full support lifecycle, from initial inquiry to triage, reproduction, bug report writing for handoff, and resolution
• Experience with GitLab and CI/CD; understanding GitLab implementations and how service interruptions impact customers
• Excellent Linux systems administration knowledge (LFCE or RHCE equivalent)
• Ability to use scripting languages (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 with varying technical levels
• Familiarity with DevOps methodologies and technologies like Serverless and Kubernetes

About the team

The Support team is distributed globally across AMER, EMEA, and APAC. Support Engineers work on support tickets, help GitLab’s customers, and also dig into code and logs to understand issues. Collaboration is strong, with pairing sessions, 1:1s, and ongoing team communication to stay connected.

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. We encourage you to apply and let our recruiters assess your fit.

Country Hiring Guidelines: GitLab hires globally. All roles are remote, but some roles may have location-based eligibility requirements. Our Talent Acquisition team can provide location guidance after you start the recruiting process.

GitLab is committed to being an equal opportunity workplace and an affirmative action employer. Our policies are based on merit and do not discriminate based on protected characteristics. If you require accommodation during the recruiting process, please let us know.

Privacy and compliance

This posting may include references to equal opportunity and data collection as required. For candidates proceeding to interviews, responses to voluntary self-identification questions are confidential and will not influence hiring decisions. Public information and legal notices regarding disclosures and compliance will be provided as applicable.