Support Career Framework: Senior Support Engineer

Senior Support Engineer

Senior Support Engineers at GitLab are expected to exhibit the following competencies:

Communicates clearly and effectively, both written and verbally, when advising, setting expectations, or suggesting improvements. This applies whether interacting with team members, customers, or the wider community.
Able to deliver work, even when given unclear requirements, within the context of their team.
Demonstrates knowledge about how their group and stage fit into the larger business.
Able to suggest alternative solutions to customer problems based on what they know about other areas of GitLab.
Looks for opportunities for process improvements within their team and works with others to implement process changes.

Assists others with difficult issues
Engages with other teams to resolve issues
Mentors teammates on debugging techniques and GitLab internals
Disseminates their expertise to the team via deep dives, group pairings, learning modules, and/or videos
Involved with hiring new Support Engineers

Contributes to the team’s understanding of quality and how it impacts the team’s domain with respect to their role.
Able to take on large issues with vague requirements.
Able to resolve complex challenges.
Acts as a Coach and Mentor to others.