Senior Technical Operations Expert
hace 4 días
At GitLab, we're building the most comprehensive AI-powered DevSecOps platform to empower everyone to contribute to and co-create software. As a Senior Support Engineer, you'll be embedded in our Engineering department, working closely with customers to resolve complex issues and improve their experience. You'll have the opportunity to dig into code, logs, and documentation to find solutions, collaborate with cross-functional teams, and contribute to open-source projects.
About This Role- You will support a mix of Self-managed and GitLab.com (SaaS) customers, resolving issues via Zendesk tickets, merge requests, email, and video conferencing.
- You will transition to working with assigned accounts, proactively understanding their environments, business objectives, and challenges.
- You will advocate for customers by anticipating their needs and providing tailored solutions to deliver an enhanced and seamless support experience.
- You will create and update documentation based on customer interactions.
- You will participate in regular rotations for weekday and weekend on-call coverage, providing emergency support to our Self-managed and SaaS customers or working with our SaaS Production team to coordinate incident communications.
- You will participate in our hiring processes by reviewing applications and assessments and participating in interviews.
The Ideal Candidate
- You have experience in managing customer-facing cases throughout the entire support lifecycle.
- You have knowledge of GitLab and CI/CD, including different implementations and how service interruptions impact customers.
- You have excellent Linux systems administration skills, equivalent to LFCE or RHCE knowledge.
- You are proficient in scripting languages, preferably Ruby or Bash, and MVC frameworks, such as Ruby on Rails.
- You have expertise in writing support content and communicating complex technical topics to customers and coworkers.
- You have familiarity with DevOps methodologies and technologies like Serverless and Kubernetes.
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