• Support a mix of Self-managed and GitLab.com (SaaS) customers, resolving complex issues through Zendesk tickets, merge requests, email, and video calls. • Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams to shape product goals, roadmap, and priorities while driving fixes and new features. • Investigate and troubleshoot issues using Linux systems administration tools, logs, and the GitLab codebase, creating merge requests when needed to resolve customer problems. • Create and update clear, reusable documentation and support content based on real customer interactions and edge cases. • Partner with Support team members through pairing sessions and cross-team collaborations to solve challenging cases and share knowledge. • Participate in regular weekday and weekend on-call rotations (daytime only), providing emergency support for Self-managed and SaaS customers and coordinating incident communications with the SaaS Production team. • Contribute to improving support processes, tools, and automation within our issue tracker to make troubleshooting and case handling more efficient.