Senior Assigned Support Engineer-(Designated / Premier Support)
- Compensation
- Not disclosed
- Location
- India
- Work setup
- Remote
- Seniority
- Senior
- Employment
- Not specified
- Experience
- Not specified
- Category
- Support
- Posted
Skills
Must have
- Customer-facing technical support experience: Demonstrated experience managing complex support cases end to end, including triage, issue reproduction, escalation, stakeholder communication, and resolu
- Advanced troubleshooting capabilities: Strong analytical and diagnostic skills, with the ability to investigate ambiguous, multi-layered issues across applications, infrastructure, integrations, and d
- Linux systems administration expertise: Advanced knowledge of Linux administration, system performance analysis, and low-level debugging tools, comparable to LFCE or RHCE certification-level proficien
- GitLab and CI/CD knowledge: Practical experience with GitLab and continuous integration and continuous delivery workflows, including an understanding of deployment architectures, service interruptions
- Scripting and programming skills: Proficiency in scripting languages such as Bash or Ruby, with familiarity with model-view-controller (MVC) frameworks. Experience with Ruby on Rails is an advantage.
- DevOps and cloud-native technologies: Familiarity with DevOps practices and technologies such as Kubernetes and serverless platforms, or transferable experience from related technical environments.
- Technical documentation skills: Ability to produce clear, accurate, and reusable technical content, including knowledge-base articles, operational runbooks, and troubleshooting documentation.
- Communication and relationship management: Strong written and verbal communication skills, with the ability to explain complex technical concepts to audiences with different levels of technical expert
- Collaboration and ownership: A proactive, customer-focused mindset, sound prioritization skills, and the ability to work independently while collaborating effectively with a globally distributed team.
- Adaptability and continuous learning: Willingness to explore emerging technologies, share expertise, incorporate AI into daily workflows, and continuously improve technical and operational practices.
Full description
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Assigned Support Engineer – Designated / Premier Support based in India.
Join a globally distributed Support Engineering team as a trusted technical advisor to enterprise customers, helping them maintain reliable, secure, and high-performing software development environments. In this role, you will manage complex technical challenges across self-managed, dedicated, and cloud-hosted platforms, combining advanced Linux expertise with GitLab, CI/CD, and DevOps knowledge. You will build strong relationships with key stakeholders, proactively identify risks, and resolve critical incidents that could disrupt business operations. Working closely with engineering, product, infrastructure, and customer success teams, you will help drive lasting solutions and influence product improvements. You will also contribute to technical documentation, knowledge sharing, and best practices that empower customers and colleagues worldwide. This is an opportunity to make a measurable impact in a collaborative, remote-first environment that values autonomy, continuous learning, transparency, and innovation.
Accountabilities
- Deliver advanced technical support: Manage complex, high-priority, and sensitive customer cases from initial investigation and triage through root-cause analysis, escalation, and resolution, ensuring customer environments remain stable and performant.
- Investigate and resolve technical issues: Analyze application behavior, system logs, performance metrics, and infrastructure components using Linux utilities, debugging tools, and support platforms to identify and address underlying problems.
- Build trusted customer relationships: Serve as a dedicated technical advisor to enterprise customers, helping stakeholders prioritize critical technical challenges, anticipate operational risks, and minimize service disruptions.
- Drive cross-functional collaboration: Partner with product, development, infrastructure, customer success, and sales teams to coordinate defect resolution, advocate for customer needs, influence feature development, and contribute to product roadmap decisions.
- Provide technical expertise: Advise customers on platform architecture, GitLab implementations, CI/CD workflows, deployment models, incident impact, and strategies for improving reliability and performance.
- Develop technical resources: Create and maintain clear, reusable documentation, troubleshooting guides, runbooks, and knowledge articles that improve support efficiency and help customers solve recurring problems.
- Promote knowledge sharing: Collaborate with fellow support engineers through pairing sessions and ongoing technical discussions, strengthening team capabilities and encouraging consistent problem-solving practices.