Senior Support Engineer

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Remote from: South Korea
Salary: Undisclosed
Department: Technical Support
Employment: Full Time
Experience: Senior
Published: 1 Nov 2026
Apply before: 1 Dec 2026
Listing views: 22
Application actions: 1

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AI Summary

The role, at a glance.

GitLab is seeking a senior technical support professional to resolve complex customer issues across self-managed GitLab and GitLab.com environments. The role combines advanced Linux, CI/CD, Git, log analysis, and Ruby on Rails troubleshooting with direct ownership of escalated customer cases. The engineer will collaborate with Product, Development, Infrastructure, Customer Success, and Sales, while also mentoring peers and improving documentation and support tooling. This remote South Korea position requires fluent Korean and participation in weekday and weekend daytime on-call rotations.

Role DNA

A quick view of the complexity, pace, ownership and collaboration implied by the job description.

Job Complexity

5/5

EasyHard

Pace & Pressure

4/5

RelaxedFast-paced

Autonomy Level

4/5

GuidedFull ownership

Communication Load

5/5

IndependentCollaborative

AI insightThis is a senior escalation role requiring investigation across infrastructure and application layers, including reproducing defects and contributing fixes through merge requests. The combination of customer-facing incident ownership, on-call work, and cross-functional influence makes the role highly demanding.

Salary analysis

Estimated compensation compared with the broader US market for similar roles.

Estimated job median (per year)Market rate

$105,000

US market range (per year)$85k–$135k

0$148.50k

AI insightThe yearly pay period is inferred from the job context; it was not explicitly stated by the employer. No employer salary was disclosed. The annual figures are estimated USD market compensation for a senior remote technical support engineer with Linux, DevOps, and customer-escalation responsibilities; the yearly period is inferred from the full-time senior role convention.

Core skills

Skills and capabilities most closely associated with this opportunity.

Technical Support Linux Systems Administration Git CI/CD DevOps Kubernetes Ruby on Rails Log Analysis Incident Management Customer Escalation Management Troubleshooting Zendesk Technical Documentation Scripting Korean Language

Sample interview questions

Describe how you would handle a high-priority customer escalation involving a slow self-managed GitLab instance.

I would first establish impact, scope, and urgency with the customer, then gather relevant logs, configuration details, system metrics, and recent change history. I would reproduce the issue where possible, isolate whether it is caused by infrastructure, configuration, or application behavior, and communicate regular status updates. If a defect is confirmed, I would prepare a clear issue report with evidence and work with Engineering on a mitigation or fix.

How do you explain a complex technical issue to a customer while maintaining trust during an escalation?

I use concise, plain language to explain what is known, what is being investigated, and what the next checkpoint will be. I avoid speculation, acknowledge the customer impact, and separate immediate mitigation steps from longer-term corrective actions. Consistent updates and documented outcomes help maintain confidence even when resolution requires cross-team work.

What is your approach to diagnosing CI/CD failures in a production customer environment?

I begin by identifying the failing job, runner context, pipeline configuration, and relevant job logs. I compare the failure with recent pipeline, runner, dependency, and infrastructure changes, then test a minimal reproduction when feasible. I use Git history and configuration review to identify regressions and recommend a safe workaround while pursuing the underlying cause.

How would you mentor another support engineer who is struggling with a difficult technical case?

I would pair with them to review the evidence, model a structured troubleshooting approach, and ask questions that help them form and test hypotheses. I would provide direct feedback on both technical investigation and customer communication, then document reusable lessons or runbooks for the wider team. The goal is to resolve the case while building their confidence and independent judgment.

Tell us how you would turn repeated customer issues into a product or support improvement.

I would identify patterns from cases, quantify customer impact, and collect reproducible examples and diagnostics. Depending on the root cause, I would propose updated documentation, automated health checks, a support tool, or a product issue with clear acceptance criteria. I would then coordinate with the relevant teams and measure whether the change reduces recurrence and resolution time.

Opportunity details

About this role.

GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100* trust GitLab to ship better, more secure software faster.

The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software.

*Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on GitLab data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab.

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. You’ll dig into Linux systems, logs, and our Ruby on Rails codebase to troubleshoot performance issues, reproduce bugs, and contribute merge requests that fix problems at the source.

You’ll also improve our documentation, refine support processes in our issue tracker, and collaborate closely with Product, Development, Infrastructure, Customer Success, and Sales so customer feedback directly shapes our roadmap. 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 more efficient and effective for the entire team.

Some examples of our projects:

What you’ll do

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.

What you’ll bring

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.
Strong experience with Linux systems administration, scripting, Git, and continuous integration and continuous delivery in production or customer environments, with the ability to investigate issues at both the infrastructure and application levels.
Ability to mentor teammates on complex troubleshooting and customer communication through pairing sessions, case reviews, and cross-team collaboration.
Experience collaborating with Product, Engineering, and Sales teams to turn customer feedback into product fixes, feature improvements, and roadmap priorities.
Familiarity with DevOps practices and technologies such as Kubernetes and serverless computing, and an understanding of how different GitLab implementations operate and affect customers.
Demonstrated ability to learn, collaborate across teams, and apply transferable skills from related technical support or engineering roles.
Fluent Korean language skills (required)

About the team

We’re a globally distributed group of Support Engineers across the Americas, Europe, the Middle East, and Africa, and Asia-Pacific. We work asynchronously and stay connected through pairing sessions, one-on-one meetings, coffee chats, and Slack. We structure our shifts to support our personal lives while meeting customer needs. Thanks to GitLab’s transparency value, you can see what we are working on and how we operate on our Support Team page.

How GitLab Supports Full-Time Employees

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you’re excited about this role, please apply and allow our recruiters to assess your application.

Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.

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

GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.