Specialty
The role
GitLab is hiring a Senior Support Engineer inside its Engineering department. You will troubleshoot complex customer problems on self-managed GitLab and GitLab.com, and fix issues in the Ruby on Rails codebase. Fluent Korean is required.
What you will do
- Act as an escalation point for hard customer cases, working through Zendesk tickets, merge requests, email and video calls
- Investigate Linux systems, logs and the Rails codebase to reproduce bugs and submit fixes
- Mentor teammates on troubleshooting and customer communication
- Improve support processes, documentation and reusable support content
- Work with Product, Development, Infrastructure, Customer Success and Sales to feed customer input into the roadmap
- Take part in weekday and weekend on-call rotations during daytime hours, and help with hiring
What they ask for
- Experience owning complex customer-facing technical cases from triage through resolution
- Strong Linux administration, scripting, Git and CI/CD experience
- Ability to investigate issues at both infrastructure and application level
- Familiarity with DevOps tools such as Kubernetes and serverless
- Experience mentoring colleagues on troubleshooting
- Fluent Korean (required)
What they offer
- Flexible paid time off
- Equity compensation and employee stock purchase plan
- Growth and development fund
- Parental leave
- Team member resource groups
This is our own short reading of the posting. The full description, and anything that has changed since, is on GitLab's careers page behind the apply button.
