Senior Technical Support Engineer

GitLab is hiring a Senior Technical Support Engineer to join our fully remote team in the United States. As a Senior Technical Support Engineer, you'll help customers succeed and resolve issues with empathy. This is a full-time, work-from-home role open to candidates across the US (Remote — US (West Coast)). About the role You'll help customers succeed and resolve issues with empathy, partnering with a friendly, distributed team across US time zones. We care about outcomes over hours and give you the autonomy, tools, and support to do your best work from home. What you'll do: • Escalate bugs and feedback to product teams • Troubleshoot and resolve product issues • Maintain high customer satisfaction scores • Respond to customer questions via chat, email, and tickets • Document solutions and improve help content What we offer: • Comprehensive medical, dental, and vision coverage • 401(k) retirement plan with company match • Home office and wellness stipends • 100% remote, work-from-anywhere-in-the-US culture • Generous paid time off and company holidays How we work We're remote-first and async-friendly. Expect clear documentation, regular feedback, supportive teammates, and real opportunities to grow your career. GitLab is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for everyone.

Minimum qualifications: • 5+ years of relevant experience • Excellent written and verbal communication • Empathy and patience • Reliable home internet and a quiet workspace • Ability to learn products quickly Nice to have: • Familiarity with modern collaboration tools (Slack, Notion, Linear) • Comfort communicating clearly and proactively in writing