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Sales Remote

Senior Support Engineer

Job Overview

In your first year, you'll build deep expertise across a range of GitLab implementations, strengthen our ability to keep customers productive on both self-managed GitLab and GitLab.com software as a service, and help create tools and content that make support…

Key points

  1. Act as an escalation point for difficult customer interactions and lead the resolution of complex issues through Zendesk tickets, merge requests, email…

  2. Mentor and guide teammates on complex troubleshooting and customer communication through pairing sessions and cross-team collaboration.

  3. Advocate for and drive improvements to support practices, product quality, and reusable documentation and support content that directly influence team objectives.

  4. Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams to shape product goals, roadmaps, and priorities while driving fixes and new features.

  5. Experience owning complex, customer-facing technical cases from initial contact through triage, reproduction, bug reporting, resolution, and clear customer communication, including difficult or escalated interactions.

  6. Strong experience with Linux systems administration, scripting, Git, and continuous integration and continuous delivery in production or customer environments…

  7. Experience collaborating with Product, Engineering, and Sales teams to turn customer feedback into product fixes, feature improvements, and roadmap priorities.

  8. Familiarity with DevOps practices and technologies such as Kubernetes and serverless computing, and an understanding of how different GitLab implementations operate and affect customers.

Languages

Korean required

Skills

GitRecruitingTroubleshootingRoadmappingCommunicationLinuxCustomer SuccessTicketing Tools

Experience: Senior-level

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