GitLab is an intelligent orchestration platform for DevSecOps used by millions and trusted by a large portion of the Fortune 100, with a culture that embraces AI and high-performance, value-driven work. The Support Engineer role sits at the intersection of Support and Engineering, helping customers troubleshoot edge cases by digging into Linux systems, logs, and GitLab’s Rails codebase, while also improving documentation and influencing roadmaps. Example projects include an automated Omnibus install checker, a tool to capture server state for troubleshooting, a log-to-interactive-tables utility, and a ChatOps feature for identifying user accounts. Responsibilities encompass acting as an escalation point for difficult issues, mentoring teammates, driving improvements to support practices and product quality, and collaborating with Product, Development, Infrastructure, Customer Success, and Sales, along with on-call rotations and participation in hiring. Requirements include owning complex customer-facing technical cases, strong Linux, scripting, Git, and CI/CD skills, familiarity with DevOps tools like Kubernetes and serverless, the ability to learn and collaborate across teams, fluent Korean, and a remote, globally distributed team environment with inclusive hiring policies and location eligibility considerations.