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Senior Support Engineer
GitLab
Remote · South KoreaSalary not disclosedfull-timeGitLab Careers
An overview of this role As a Support Engineer at GitLab, you'll sit at the intersection of Support and Engineering, helping customers solve complex, real-world challenges while running GitLab in diverse and demanding environments. You'll join the Engineering department and work directly with customers as they encounter edge cases.
Responsibilities
- Act as an escalation point for difficult customer interactions and lead the resolution of complex issues through Zendesk tickets, merge requests, email, and video calls.
- Mentor and guide teammates on complex troubleshooting and customer communication through pairing sessions and cross-team collaboration.
- Advocate for and drive improvements to support practices, product quality, and reusable documentation and support content that directly influence team objectives.
- Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams to shape product goals, roadmaps, and priorities while driving fixes and new features.
- Participate in regular weekday and weekend on-call rotations during daytime hours, providing emergency support for self-managed GitLab and software as a service customers and coordinating incident communications with the GitLab.com Production team.
- Participate in hiring by reviewing applications and assessments and joining interviews to help grow the
- Support team.
Languages
- Work format
- Remote
- Seniority
- Senior
- Posted
- 18 Aug 2026
- Last verified
- In the last 5 days