Senior support engineer helping GitLab customers troubleshoot Linux, GitLab, and CI/CD issues. Advising strategic customers and shaping fixes for GitLab’s DevSecOps platform.
About the role
- Associate Customer Support Engineer supporting enterprise customers using Flashpoint’s Ignite cybersecurity intelligence platform. Troubleshooting SaaS, API, SAML, and data issues while improving support documentation.
Responsibilities
- Provide prompt technical assistance through ticketing systems, web meetings, or phone
- Own and monitor support queues to balance workloads and meet turnaround standards
- Troubleshoot and resolve customer issues end to end
- Build product expertise on Flashpoint Ignite and stay current with features and releases
- Document customer interactions, troubleshooting steps, and resolutions
- Identify trends in customer requests and create knowledge base articles or documentation
- Partner with Engineering and Product teams to escalate and resolve complex technical issues
- Become the go-to expert on Flashpoint’s Ignite threat intelligence platform
- Develop deeper troubleshooting expertise in APIs, SAML, and data issues
- Gain exposure to enterprise security teams’ use of cyber threat intelligence, vulnerability, fraud, and brand protection data
- Write Help Center content
- Coordinate on integrations and advanced features
- Independently troubleshoot, replicate, and resolve common issues
- Handle customer-reported defects
- Contribute to the knowledge base
Requirements
- Experience supporting enterprise customers in a technical customer support or specialist role
- Comfort troubleshooting technical and data-related issues independently
- Experience with standard desktop applications, SAML, APIs, and SaaS products
- Understanding of cybersecurity concepts
- Customer-facing support experience through tickets, live chat, phone, or web meetings
- Legal authorization to work in Canada
- Ability to meet potential Canadian citizenship requirements for certain duties
Benefits
- Target bonus
- Company-funded virtual events, including book clubs, happy hours, committees, DIBE discussion groups, Donut mixers, and local team member meetups
- Gym reimbursements
- Expensed lunches
- Cultural initiatives and inclusive employee events
- Regular one-on-ones with managers
- Performance reviews
- Learning and development opportunities
- Formalized career paths
- Opportunities for specialization, mentorship, and career growth
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Experience level
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Degree requirement
No Education Requirement
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