Senior Assigned Support Engineer-(Designated / Premier Support)

Accountabilities: Deliver advanced technical support: Manage complex, high-priority, and sensitive customer cases from initial investigation and triage through root-cause analysis, escalation, and resolution, ensuring customer environments remain stable and performant. Investigate and resolve technical issues: Analyze application behavior, system logs, performance metrics, and infrastructure components using Linux utilities, debugging tools, and support platforms to identify and address underlying problems. Build trusted customer relationships: Serve as a dedicated technical advisor to enterprise customers, helping stakeholders prioritize critical technical challenges, anticipate operational risks, and minimize service disruptions. Drive cross-functional collaboration: Partner with product, development, infrastructure, customer success, and sales teams to coordinate defect resolution, advocate for customer needs, influence feature development, and contribute to product roadmap decisions. Provide technical expertise: Advise customers on platform architecture, GitLab implementations, CI/CD workflows, deployment models, incident impact, and strategies for improving reliability and performance. Develop technical resources: Create and maintain clear, reusable documentation, troubleshooting guides, runbooks, and knowledge articles that improve support efficiency and help customers solve recurring problems. Promote knowledge sharing: Collaborate with fellow support engineers through pairing sessions and ongoing technical discussions, strengthening team capabilities and encouraging consistent problem-solving practices. Support team development: Participate in recruitment activities, including reviewing candidate applications and technical assessments and contributing to interviews. Embrace continuous improvement: Use automation, scripting, and AI-powered tools where appropriate to improve troubleshooting efficiency, streamline workflows, and deliver better customer outcomes. Requirements Customer-facing technical support experience: Demonstrated experience managing complex support cases end to end, including triage, issue reproduction, escalation, stakeholder communication, and resolution. Advanced troubleshooting capabilities: Strong analytical and diagnostic skills, with the ability to investigate ambiguous, multi-layered issues across applications, infrastructure, integrations, and distributed systems. Linux systems administration expertise: Advanced knowledge of Linux administration, system performance analysis, and low-level debugging tools, comparable to LFCE or RHCE certification-level proficiency. GitLab and CI/CD knowledge: Practical experience with GitLab and continuous integration and continuous delivery workflows, including an understanding of deployment architectures, service interruptions, and their impact on customer operations. Scripting and programming skills: Proficiency in scripting languages such as Bash or Ruby, with familiarity with model-view-controller (MVC) frameworks. Experience with Ruby on Rails is an advantage. DevOps and cloud-native technologies: Familiarity with DevOps practices and technologies such as Kubernetes and serverless platforms, or transferable experience from related technical environments. Technical documentation skills: Ability to produce clear, accurate, and reusable technical content, including knowledge-base articles, operational runbooks, and troubleshooting documentation. Communication and relationship management: Strong written and verbal communication skills, with the ability to explain complex technical concepts to audiences with different levels of technical expertise and build productive relationships with customer stakeholders. Collaboration and ownership: A proactive, customer-focused mindset, sound prioritization skills, and the ability to work independently while collaborating effectively with a globally distributed team. Adaptability and continuous learning: Willingness to explore emerging technologies, share expertise, incorporate AI into daily workflows, and continuously improve technical and operational practices. Candidates do not need to meet every listed qualification to apply. Applicants with relevant transferable skills, a strong technical foundation, and enthusiasm for solving complex customer challenges are encouraged to submit their applications. Benefits Flexible paid time off: Access paid time off designed to support work-life balance and personal well-being. Remote-first work environment: Work within a globally distributed team, with flexibility to organize your schedule and collaborate asynchronously across time zones, subject to role-specific requirements. Health and well-being support: Access benefits and resources designed to support personal health and overall well-being, subject to local eligibility. Equity compensation: Opportunity to participate in equity compensation and an employee stock purchase plan, subject to eligibility. Professional development: Access a growth and development fund to support ongoing learning, technical training, and career advancement. Parental leave: Benefit from parental leave provisions designed to support employees and their families. Inclusive team culture: Participate in team member resource groups and collaborate in an environment that values diverse perspectives, transparency, and equal opportunity. Global collaboration and knowledge sharing: Learn from experienced professionals across international teams through technical pairing, knowledge-sharing sessions, and ongoing collaboration.