Support Engineering at GitLab isn t just a title - you will be embedded within the Engineering department and will truly operate in an environment where Support and Engineering meet. You ll interact with customers daily as they encounter the difficult edge cases of running GitLab in complex environments. In the space of a day, you might be doing behind the scenes work of a Linux administrator troubleshooting performance problems by using strace on a particular process, interacting with the Product team to ensure that steps in a bug report are reproducible, or interacting with the Engineering team itself by diving deep into our codebase and putting together a merge request to actually fix a customer issue. That s not all though - you d equally be invited to contribute to the source code, improve our documentation, and help build out more efficient support processes in our issue tracker. We want to live in a world where everyone can contribute, and as a member of the support team, there are no barriers to using your skills to improve the experience of our users and customers. Some examples of our projects: A tool to quickly analyze strace output A solution to capture the state of a customer s server for easier troubleshooting A tool which turns log files into interactive tables to easily sort and filter columns A functionality to ChatOps to make it easier to identify user accounts on GitLab.com What you ll do Support a mix of Self-managed and GitLab.com (SaaS) customers and resolve their issues via Zendesk tickets, merge requests, email and video conferencing Collaborate with our Product , Development , Infrastructure , Customer Success and Sales Teams to build new features and fix bugs, define and shape the product goals, roadmap, priorities, and strategy Create and update documentation based on customer interactions Collaborate with Support team members (through Pairing Sessions ) and other GitLab team members (for example: as a Support Stable Counterpart ) Participate in regular rotations for weekday and weekend on-call coverage (daytime only), providing emergency support to our Self-managed and SaaS customers, or working with our SaaS Production team to coordinate incident communications Participate in our hiring processes by reviewing applications and assessments, and by participating in interviews. What you ll bring Experience in, and passion for managing customer facing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand off to the development team, and case resolution Excellent Linux systems administration knowledge (LFCE or RHCE equivalent knowledge) Ability to use scripting languages (preferably Ruby or Bash), and MVC frameworks (preferably Ruby on Rails) Experience with Git and CI/CD Expertise in writing support content Ability to communicate complex technical topics to customers and coworkers of varying technical skill level Familiarity with DevOps methodologies and technologies like Serverless and Kubernetes Understand a range of different GitLab implementations, and how service interruptions impact the customer.

Solutions Architect, India Drive digital transformation and shape the future of software development at one of techs most innovative companies. As a Solutions Architect at GitLab, youll become a trusted strategic advisor to enterprise organisations, helping them revolutionise their development practices through our industry-leading DevOps platform. Your Impact In this pivotal role, youll blend technical expertise with strategic thinking to: Partner with enterprise customers as their trusted technical advisor, architecting solutions that transform their software development lifecycle Lead technical discovery and validation, ensuring GitLabs Enterprise Edition capabilities align perfectly with customer objectives Champion GitLabs platform capabilities while crafting innovative approaches to complex business and technical challenges Drive successful platform adoption by connecting technical solutions to measurable business outcomes The Opportunity Join one of the fastest-growing DevOps platforms where youll: Work at the intersection of business and technology, collaborating across GitLabs Sales, Engineering, Product Management, and Marketing teams Shape strategy and drive platform adoption by becoming a trusted advisor to leading enterprises Guide organisations through their entire technological journey, from initial planning to successful implementation Influence the future of software development practices across diverse industry segments What Were Looking For Experience that will help you get started: A proven track record in technical sales or software consulting, with a passion for solution selling Strong architectural expertise across the software development lifecycle The ability to translate complex technical capabilities into clear business value Strategic thinking skills to tackle multifaceted business and technical challenges A self-motivated approach with excellent collaboration abilities This role offers the unique opportunity to be at the forefront of DevOps innovation while helping organisations achieve their digital transformation goals through GitLabs comprehensive platform. How GitLab will support you Benefits to support your health, finances, and well-being All remote, asynchronous work environment Flexible PTO (paid time off) Team Member Resource Groups Equity Compensation Employee Stock Purchase Plan Growth and development budget Parental leave Home office support Hiring process Candidates can expect the hiring process to follow the order below. Please keep in mind that candidates can be declined from the position at any stage of the process. To learn more about someone who may be conducting the interview, find their job title on our team page . Selected candidates will be invited to schedule a screening call with our Global Recruiters. Next, candidates will be invited to schedule a first interview with the SA team Manager. Candidates may be invited to schedule an interview with a Solutions Architect peer or other SA team Manager. Then, candidates will be required to deliver a demo of GitLab to a panel of Customer Success attendees using the Demo Guide . Candidates may be invited to additional interviews. Successful candidates will be made an offer after references are verified

A tool to quickly analyze strace output A solution to capture the state of a customer s server for easier troubleshooting A tool which turns log files into interactive tables to easily sort and filter columns A functionality to ChatOps to make it easier to identify user accounts on GitLab.com What you ll do Support a mix of Self-managed and GitLab.com (SaaS) customers and resolve their issues via Zendesk tickets, merge requests, email and video conferencing Collaborate with our Product , Development , Infrastructure , Customer Success and Sales Teams to build new features and fix bugs, define and shape the product goals, roadmap, priorities, and strategy Create and update documentation based on customer interactions Collaborate with Support team members (through Pairing Sessions ) and other GitLab team members (for example: as a Support Stable Counterpart ) Participate in regular rotations for weekday and weekend on-call coverage (daytime only), providing emergency support to our Self-managed and SaaS customers, or working with our SaaS Production team to coordinate incident communications Participate in our hiring processes by reviewing applications and assessments, and by participating in interviews. What you ll bring Experience in, and passion for managing customer facing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand off to the development team, and case resolution Excellent Linux systems administration knowledge (LFCE or RHCE equivalent knowledge) Ability to use scripting languages (preferably Ruby or Bash), and MVC frameworks (preferably Ruby on Rails) Experience with Git and CI/CD Expertise in writing support content Ability to communicate complex technical topics to customers and coworkers of varying technical skill level Familiarity with DevOps methodologies and technologies like Serverless and Kubernetes Understand a range of different GitLab implementations, and how service interruptions impact the customer.

Thanks to products like Duo Enterprise , and Duo Workflow , customers get the benefit of AI at every stage of the SDLC. The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier. All team members are encouraged and expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact across our global organisation. GitLab is an open core software company that develops the most comprehensive AI-powered DevSecOps Platform , used by more than 100,000 organizations. Our mission is to enable everyone to contribute to and co-create the software that powers our world. When everyone can contribute, consumers become contributors, significantly accelerating the rate of human progress. This mission is integral to our culture, influencing how we hire, build products, and lead our industry. We make this possible at GitLab by running our operations on our product and staying aligned with our values . Learn more about Life at GitLab . Thanks to products like Duo Enterprise , and Duo Workflow , customers get the benefit of AI at every stage of the SDLC. The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier. All team members are encouraged and expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact across our global organisation. The Strategic Enterprise Account Executive is a grade 8 . Responsibilities Strategic Enterprise Account Executive will report to an Area Sales Manager or Regional Director. Support GitLab for our strategic and large prospects within our Global Capability Centres (GCCs) customers. Contribute to root cause analysis on wins/losses. Communicate lessons learned to the team, including account managers, the marketing team, and the technical team. Take ownership of your book of business document the buying criteria document the buying process document next steps and owners ensure pipeline accuracy based on evidence and not hope Contribute to documenting improvements in our sales handbook . Provide account leadership and direction in the pre- and post-sales process Conduct sales activities including prospecting and developing opportunities in large/strategic accounts Ensure the successful rollout and adoption of GitLab products through strong account management activities and coordination with pre-and-post sales engineering and support resources Be the voice of the customer by contributing product ideas to our public issue tracker Travel as necessary to accounts in order to develop relationships and close large opportunities Generate qualified leads and develop new customers in conjunction with our strategic channel partners in exceeding quota. Expand knowledge of industry as well as the competitive posture of the company Prepare activity and forecast reports as requested Update and maintain Sales database as appropriate Assist sales management in conveying customer needs to product managers, and technical support staff Utilize a consultative approach, discuss business issues with prospect and develop a formal quote, a written sales proposal or a formal sales presentation addressing their business needs. Respond to RFPs and follow up with prospects. Develop an account plan to sell to customers based on their business needs. Build and strengthen the business relationship with current accounts and new prospects. Recommend marketing strategies. Requirements A true desire to see customers benefit from the investment they make with you Able to provide high degree of major account management and control Work under minimal supervision on complex projects Proven success with B2B software sales Experience selling into large organizations Interest in GitLab, and open source software Ability to leverage established relationships and proven sales techniques for success Effective communicator (written/verbal), strong interpersonal skills Motivated, driven and results oriented Excellent negotiation, presentation and closing skills Preferred experience with Git, Software Development Tools, Application Lifecycle Management You share our values , and work in accordance with those values. Ability to use GitLab Ability to travel if needed and comply with the company s travel policy The confidence gap exists . The above list is intended to show the kinds of experience and qualities were looking for. If youre reading this, do not match all of the requirements, and are hesitant to apply, we encourage you to make an application despite your hesitations. Performance Indicators As with all roles in the Sales Department the Strategic Enterprise Account Executive participates in the Sales KPIs . 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 .