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
- IT Support Developer providing on-site and remote support for IT and network issues across warehouse sites. Involved in cybersecurity, network operation, and pre-sales solution implementation.
Responsibilities
- Respond to network and IT incidents at all warehouse sites across the Americas during local business hours, and conduct initial troubleshooting including connectivity checks, log collection, device reboot, AP and switch status verification, etc.
- Provide desktop support for local office staff, including device configuration, account management, software installation and conference room AV support.
- Participate in after-hours on-call rotation for critical network incidents.
- Maintain site LAN and wireless networks, including Wi-Fi controller administration, channel optimization and performance analysis.
- Collaborate with the corporate network team to deploy and troubleshoot hybrid/multi-cloud interconnections, covering routing, VPN, DNS and traffic optimization.
- Assist in deploying FortiGate enterprise firewall policies, VPN configuration, log analysis and initial response to security incidents.
- Work closely with the corporate network engineering team based in China to accurately collect and share diagnostic information for efficient remote issue resolution.
- Collaborate with sales and project teams for customer technical communication, site surveys, deployment architecture planning and on-site implementation.
Requirements
- Bachelor’s degree or above in Computer Science, Network Engineering or related disciplines; minimum 3 years of experience in enterprise networking or IT support (5 years required for deep network architecture roles).
- Solid command of fundamental protocols including TCP/IP, DHCP, DNS, VLAN and routing, with strong capabilities in fault analysis and root cause identification.
- Familiar with deployment and troubleshooting of enterprise wireless networks, switching/routing hardware and VMware virtualization.
- **Proficient in Chinese communication for collaboration with China HQ; English as daily working language for on-site operations.**
- Strong sense of responsibility and excellent documentation skills, able to independently complete on-site tasks within a global team.
- Willing to work on-site in the Americas and accept reasonable on-call rotation schedules.
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