Technical Business Analyst integrating SaaS vendors into Sherweb’s cloud marketplace. Assessing APIs, requirements, and platform changes to streamline onboarding and operations.
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
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