Assigned Support Engineer (AMER)

Assigned Support Engineer (AMER)

Join GitLab, an open‑core software company building the most comprehensive AI‑powered DevSecOps Platform used by more than 100,000 organizations. Our mission is to enable everyone to contribute to the software that powers our world.

An Overview Of This Role

Assigned Support Engineers (ASEs) are trusted by GitLab’s largest customers to minimize operational disruption and ensure a successful product experience. You will combine deep technical expertise with strategic customer engagement to develop an intimate understanding of each customer’s GitLab technical and operating environment, enabling you to prevent issues before they occur and find solutions to complex technical and business challenges while using GitLab.

What You’ll Do

• Provide technical support to our largest self‑managed, GitLab Dedicated and GitLab.com customers.
• Proactively engage with and build rapport with key customer stakeholders.
• Collaborate with Product, Development, Infrastructure, Customer Success and Sales teams to build new features and fix bugs, defining and shaping product goals, road‑map, priorities and strategy.
• Troubleshoot and resolve complex, critical, and sensitive support issues via Zendesk tickets, email and video conferencing.
• Collaborate effectively with Support Engineering teammates (through Pairing Sessions) and other GitLab team members (e.g., as a Support Stable Counterpart).
• Participate in hiring processes by reviewing applications and assessments, and by interviewing candidates.

What You’ll Bring

About The Team

The Support team is distributed worldwide across AMER, EMEA and APAC. Support Engineers work on tickets and also dig into code and logs to uncover root causes. Collaboration is key—team members share knowledge in pairing sessions, 1 : 1s, coffee chats and Slack conversations and can structure their shifts flexibly to balance work and life.

Benefits and Compensation

The base salary range for this role’s listed level is currently for U.S. residents only : $87,400—$156,000 USD. Salary is determined through interviews and review of experience, skills, and market data.

Legal and Equality Information

GitLab is an equal‑opportunity employer and affirmative action employer. Employment decisions are made based on merit, not on race, color, religion, ancestry, sex, national origin, age, citizenship, marital status, disability, genetic information, veteran status or any other protected characteristic. GitLab will not tolerate discrimination or harassment.

We accommodate persons with disabilities. If you need assistance during the recruitment process, please let us know.

Hiring Guidelines

Roles are remote but may have location‑based eligibility requirements. Our Talent Acquisition team can answer questions about location after the recruiting process begins.

Privacy Policy

Please review our Recruitment Privacy Policy. Your privacy is important to us.

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