Senior Support Engineer troubleshooting AGFA healthcare IT solutions and cloud environments. Improving monitoring, preventing incidents, and supporting global customers through complex technical escalations.
About the role
- Senior support engineer helping GitLab customers troubleshoot Linux, GitLab, and CI/CD issues. Advising strategic customers and shaping fixes for GitLab’s DevSecOps platform.
Responsibilities
- Provide technical support to GitLab’s largest Self-managed, GitLab Dedicated, and GitLab.com customers
- Troubleshoot and resolve complex, critical, and sensitive support issues using Zendesk, logs, and Linux utilities such as strace through email and video conferencing
- Build proactive relationships with key customer stakeholders and help prioritize technical blockers
- Collaborate with Product, Development, Infrastructure, Customer Success, and Sales to drive bug fixes, influence feature development, and shape product goals and roadmap
- Advise customers on GitLab and CI/CD implementations and incident mitigation
- Create and improve documentation, knowledge articles, runbooks, and troubleshooting guides
- Partner with Support Engineering colleagues through pairing sessions and stable counterpart relationships
- Participate in hiring by reviewing applications and assessments and joining interviews
Requirements
- Background managing complex, customer facing support cases end to end, from initial inquiry and triage through reproduction, escalation, and resolution
- Advanced troubleshooting skills across applications, infrastructure, and integrations
- Strong Linux systems administration knowledge (LFCE or RHCE equivalent), including performance analysis and low-level debugging tools
- Practical experience with GitLab and continuous integration / continuous delivery (CI/CD), including deployment models and outages
- Ability to write and maintain clear, reusable support content such as knowledge articles, runbooks, and troubleshooting guides
- Proficiency with scripting languages such as Ruby or Bash
- Familiarity with model-view-controller (MVC) frameworks, preferably Ruby on Rails
- Effective communication skills for explaining complex technical topics and building rapport with customer stakeholders
- Familiarity with DevOps practices and technologies such as Kubernetes and serverless platforms
- All team members expected to incorporate AI into daily workflows
Benefits
- Benefits to support your health, finances, and well-being
- Flexible Paid Time Off
- Team Member Resource Groups
- Equity Compensation & Employee Stock Purchase Plan
- Growth and Development Fund
- Parental Leave
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Tech skills
Location requirements
Report this job
Found something wrong with the page? Please let us know by submitting a report below.
Business Systems Technical Analyst supporting ERP, WMS, SQL, and integrations for a Canadian food company. Troubleshooting enterprise applications and delivering system improvements across operations.
Site Support Technician resolving hardware, software, and connectivity issues at Computershare, a global financial administration company. Supporting assets, workspaces, IT projects, and internal users.
Sr. Support Analyst providing first - level IT support and security triage for OPENLANE’s digital used - vehicle marketplace. Resolving employee hardware, software, access, and application issues.
Technical Support Engineer bridging Support and Engineering for Foundant’s nonprofit and philanthropic SaaS products. Investigating complex issues, managing escalations, and driving confirmed fixes.
Technical Support Engineer supporting CrashPlan’s cyber - ready data resilience platform. Diagnosing customer issues across operating systems, networks, databases, and deployment environments.
Support Engineer resolving CRM, integration, and data issues for dealer management software. Supporting equipment dealerships through SQL diagnostics, APIs, monitoring, and AI - assisted workflows.
Support Analyst troubleshooting Cayenta’s utility enterprise software and CIS issues. Investigating applications, data, integrations, and SQL problems for North American customers.
Support Analyst resolving complex application, data, integration, and SQL issues for Cayenta’s utility and government software customers. Using AI - enabled tools, customer support expertise, and root - cause analysis.
Support Analyst troubleshooting Cayenta enterprise software, CIS, data, integrations, and SQL issues. Supporting utility and local - government customers through remote investigation and documentation.