• Provide exceptional support to customers via phone, chat, email, and customer portal. • Diagnose, troubleshoot, and resolve application, workflow, and configuration issues. • Serve as a trusted advisor by helping customers maximize the functionality of our solutions. • Escalate complex issues to the appropriate internal teams while providing complete documentation. • Collaborate cross-functionally with Product, Engineering, Billing, and other internal departments to resolve customer issues. • Document all customer interactions and troubleshooting steps accurately and thoroughly. • Represent the voice of the customer by providing feedback that helps improve our products and services. • Identify opportunities to improve support processes and customer experience. • Utilize internal knowledge bases and support tools to research and resolve issues. • Demonstrate empathy, professionalism, and strong communication during every customer interaction. • Contribute to the development and maintenance of internal knowledge base articles. • Meet or exceed departmental performance metrics, including customer satisfaction, quality, productivity, and SLA goals. • Continuously expand product knowledge and stay current on new features and enhancements.

• Atuar no suporte técnico para clientes utilizando a plataforma de folha de pagamento digital • Identificar e solucionar problemas técnicos relacionados à folha de pagamento digital • Interagir com os clientes para entender suas necessidades e oferecer suporte personalizado • Documentar e reportar incidentes técnicos para a equipe de desenvolvimento

• Be the technical anchor for your customers • Participate in architecture reviews, planning sessions, and Business Reviews alongside Customer Success Managers • Help customers translate their network management goals into NetBox workflows and adoption paths • Serve as the bridge between what customers need and what the product can do • Meet SLAs for response and resolution while keeping customers informed throughout • Escalate proactively when revenue, stability, or customer trust are at risk

• Collaborate closely with public sector customers, including U.S. government agencies, the Department of War, and Intelligence Community organizations, to diagnose, troubleshoot, and resolve complex issues in GitLab deployments operating under strict security, compliance, and operational constraints. • Perform deep, hands-on technical investigations using Linux command-line tooling and GitLab internals to analyze logs, system performance, and application behavior, often with limited telemetry or incomplete datasets. You will trace issues across infrastructure, application, and code paths to identify root causes, recommend mitigations, and drive durable fixes; frequently partnering with GitLab Product, Development, and Infrastructure teams to ensure outcomes that meet both mission and platform reliability requirements. • Create and update clear, reusable documentation and support content based on real customer interactions to improve self-service and reduce repeated issues. • Participate in regular pairing sessions with other Support Engineers and act as a stable counterpart to cross-functional teams to share knowledge and improve support processes. • Contribute to building and refining internal support tools and workflows, including automation and troubleshooting utilities, to make diagnosing and resolving issues more efficient. • Participate in weekday and weekend on-call rotations, providing timely emergency support for self-managed customers operating in restricted and compliance-focused environments. • Support the growth of the team by reviewing applications and assessments, and participating in interviews and hiring decision discussions.