Senior Support Engineer

GitLab is hiring a Senior Support Engineer for a remote role open to applicants in South Korea. Level rates it ; you can apply on GitLab.

Level's read on this job

Level rates this role Uses AI ●●○○: an ordinary role that requires AI tools.
This is listed as a remote role.
The posting mentions Ruby On Rails, Linux and AI Assistants among its tools and skills.
Level classes it as a senior role.
GitLab has 238 other open roles on Level.

AI in this role

Senior Support Engineer at GitLab troubleshooting complex issues while incorporating AI into daily workflows as a productivity multiplier.

ruby-on-railslinuxai-assistants

troubleshootingcustomer-supportdevsecopsdebugging

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.

How we rate this

Senior Support Engineer at GitLab rates 45 out of 100 for how much of the daily work is AI. That makes it Uses AI (AI Level 2 of 4). The level is about AI in the job, not seniority.

Classification

Uses AI. An ordinary role that requires AI tools.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.

Key facts

Senior Support Engineer is an open job at GitLab.
Level rates this role AI Level 2 of 4: Uses AI.
The role is based in Remote, South Korea and is marked remote.
The job was posted on August 18, 2026.
Seniority: senior.
Applications are handled by GitLab. Apply on GitLab

Prepare for this job

Built from this posting and from similar jobs on Level.

Skills and AI tools this role asks for

TroubleshootingCustomer SupportDevsecopsDebuggingRuby On RailsLinuxAI Assistants

Questions you could be asked

Tell me about a project where troubleshooting was part of your work. What did you do?
Tell me about a project where customer support was part of your work. What did you do?
Tell me about a project where devsecops was part of your work. What did you do?
Tell me about a project where debugging was part of your work. What did you do?
Walk me through how you've used Ruby On Rails in your day-to-day work.

Adapt your resume

List these exact terms on your resume: Troubleshooting, Customer Support, Devsecops, Debugging, and Ruby On Rails. An applicant tracking system matches the wording, not the idea.
Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.
Put the AI tool in a bullet point about what you did, not just in a skills list. This role treats it as a required part of the job.

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