• Provide technical support to our largest Self-managed, GitLab Dedicated, and GitLab.com customers, ensuring their GitLab environments remain stable and performant. • Troubleshoot and resolve complex, critical, and sensitive support issues using tools like Zendesk, logs, and Linux utilities such as strace, through email and video conferencing. • Build strong, proactive relationships with key customer stakeholders, helping them prioritize and address their most important technical blockers. • Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams to drive bug fixes, influence feature development, and help shape product goals and roadmap. • Act as a technical expert on GitLab and CI/CD implementations, advising customers on how incidents and service interruptions impact their workflows and how to mitigate them. • Create and improve support content, including documentation and knowledge articles, to help customers and GitLab team members resolve issues more efficiently. • Partner closely with Support Engineering team members through pairing sessions and stable counterpart relationships to share knowledge and solve problems together. • Contribute to team growth by participating in hiring processes, including reviewing applications and assessments and joining interviews.

Role Description Als Technical Presales Engineer Confidential Computing bei Enclaive GmbH hast Du die einzigartige Möglichkeit, an der Spitze der technologischen Innovation im Bereich Confidential Computing zu stehen. Du wirst Teil eines dynamischen Teams, das auf Vertrauen, Innovation und Eigenverantwortung setzt und branchenübergreifend Lösungen entwickelt, die datenschutzfreundliche Innovationen ermöglichen. Deine Arbeit trägt maßgeblich dazu bei, dass Unternehmen mutig und selbstbewusst innovieren können, ohne Kompromisse bei Sicherheit und Datenschutz einzugehen. - Unterstützung des Vertriebsteams bei technischen Präsentationen und Demos zu vertraulichem Computing. - Analyse von Kundenanforderungen und Erarbeitung maßgeschneiderter Lösungen, die den individuellen Sicherheitsbedürfnissen entsprechen. - Zusammenarbeit mit Produktentwicklungsteams, um Kundenfeedback in zukünftige Produkte und aktuelle Verbesserungen einfließen zu lassen. - Durchführung von Schulungen und Workshops für Kunden und Partner, um das Verständnis für vertrauliches Computing und seine Vorteile zu vertiefen. - Teilnahme an Messen und Branchenveranstaltungen zur Förderung unserer Produkte und Technologien im Bereich des vertraulichen Computings. Qualifications - Abgeschlossenes Studium in Informatik, Ingenieurwesen oder einem verwandten Bereich. - Erfahrung im Umgang mit Cloud-Technologien und -Diensten sowie in der Implementierung von IT-Sicherheitslösungen. - Ausgeprägte Fähigkeiten in der technischen Präsentation und im Pre-Sales-Bereich zur Unterstützung von Vertriebsaktivitäten. - Hervorragende Kommunikationsfähigkeiten in Wort und Schrift auf Deutsch und Englisch. - „Get-it-done“-Mentalität und strukturiert in einem dynamischen Startup-Umfeld. - Kenntnisse in den Bereichen Confidential Computing und Kryptographie erleichtern dir den Einstieg. Benefits - Steile Lernkurve & Mastery: Arbeiten mit den klügsten Köpfen der Branche, strukturiertes Mentoring, LinkedIn Learning und interne Initiativen. - Impact & Ownership: Freiheit, Prozesse aktiv zu gestalten und enclaive als Marktführer zu positionieren. - Remote-first & Connection: Modernes Arbeiten mit einem verteilten Team und regelmäßigen Team-Offsites. - Vielfalt als Standard: Talent zählt unabhängig von Herkunft, Religion, Nationalität, Geschlecht, sexueller Orientierung, Alter, Familienstand oder Behinderung.

Role Description Provides advanced application support, systems analysis, access administration, and ServiceNow-based incident management for OBIWAN’s FAA user community. The position performs initial triage, Tier 1 and Tier 2 resolution, selected Tier 3 technical analysis, account and credential support, escalation coordination, testing, user communications, documentation, knowledge management, trend analysis, and continuous service improvement for an enterprise financial reporting platform. The candidate must have the ability to operate effectively under pressure adhering to the ProSol Core Values of: - Agility: rapid adaptation to the changing requirements and environment of our clients; - Excellence: Service quality that exceeds the expectations of our clients; - Integrity: Accountability and honesty−always doing the right thing; - Long-Term Commitment: Unquestioned loyalty and dedication to our clients, partners and employees. Qualifications - Advanced experience using ServiceNow or a comparable IT service-management platform for incidents, requests, problems, changes, assignments, escalations, knowledge articles, metrics, and service-level tracking. - Strong systems-analysis and application-troubleshooting skills, including the ability to interpret user symptoms, reproduce issues, review logs, query data, isolate dependencies, and validate solutions. - Working knowledge of Oracle Analytics / OBIEE, enterprise reporting, SQL/query concepts, user-access controls, authentication, financial data, and common browser/client issues. - Ability to communicate clearly with non-technical users and technical specialists, translating business impact into actionable technical information and technical findings into understandable user guidance. - Knowledge of IT service management, incident/problem/change practices, knowledge management, quality documentation, and continuous service improvement. - Ability to manage multiple priorities, maintain accurate ticket records, meet escalation timeframes, and exercise independent judgment while protecting sensitive information. - Strong writing skills for user instructions, standard operating procedures, known-error articles, status updates, trend reports, and resolution documentation. Requirements - Bachelor’s degree in information systems, computer science, business systems, accounting, finance, data analytics, or a related field; directly relevant experience may substitute for a portion of formal education. - At least five years of experience supporting enterprise business applications, financial systems, analytics/reporting platforms, or comparable federal information systems. - At least three years of hands-on experience with ServiceNow or a comparable enterprise IT service-management platform. - Demonstrated experience with Tier 1/Tier 2 support, technical escalation, access administration, incident documentation, user communications, testing, and knowledge-base development. - Experience supporting financial, accounting, budget, procurement, or business-intelligence users and data is strongly preferred. Preferred Qualifications - ServiceNow Certified System Administrator, ITIL Foundation, Oracle Analytics, Security+, or comparable service-management/application credential. - Experience with FAA systems, OBIWAN, DELPHI, PRISM, Oracle Analytics Server, or other federal financial-reporting platforms. - Working experience with SQL, JIRA, Git, Jenkins, Agile/DevSecOps, test management, release validation, and root-cause analysis. - Experience administering accounts, roles, credentials, PIV/MFA access, service accounts, or authorization workflows in federal environments. - Experience building operational dashboards and trend analyses from ServiceNow or similar ticket data. Core Competencies - ServiceNow and ITSM operations - Application and user support - Systems analysis and troubleshooting - Access administration - Customer communication and escalation - Knowledge management - Ticket metrics and trend analysis - Quality documentation and continuous improvement Supervisory Responsibilities This position has no routine direct reports. The employee may coordinate ticket ownership, lead support huddles, provide peer review, mentor junior or backup personnel, and direct user-support activities during incidents or high-volume periods. Work Environment and Physical Requirements Work is primarily performed remotely or at a Contractor facility using Government-furnished equipment and FAA systems. The role requires extended computer and telephone use, frequent written communication, sustained attention to detailed ticket and access records, and occasional support outside normal hours for high-impact incidents, releases, or user-impacting outages. Performance Expectations - Users receive responsive, accurate, respectful support and clear communications throughout the ticket lifecycle. - Tickets are correctly categorized, prioritized, documented, escalated, resolved, and closed within required timeframes or promptly reported when thresholds cannot be met. - Access actions are authorized, traceable, secure, and consistent with least privilege and FAA procedures. - Recurring issues are converted into useful knowledge content, preventive improvements, training, or technical problem records. - ServiceNow data and monthly metrics accurately reflect workload, aging, trends, user impact, resolution performance, and improvement opportunities. Position Description Disclaimer This description summarizes the position’s primary duties and may be revised for related business or contract needs. It does not create an employment contract. Reasonable accommodations may be provided in accordance with applicable law and company policy. Additional Information ProSol is an equal opportunity employer, all interested qualified applicants are encouraged to apply, EEO/D/M/V/F. ProSol welcomes and encourages diversity in the workforce. All your information will be kept confidential according to EEO guidelines.

• Serve as the primary point of contact for customers via phone, email, chat, and remote support sessions. • Deliver exceptional customer service by responding promptly, professionally, and empathetically to customer inquiries and technical issues. • Troubleshoot and resolve issues related to software installation, configuration, licensing, upgrades, integrations, and day-to-day product usage. • Analyze customer-reported issues, identify root causes, and provide timely, effective solutions. • Monitor assigned support queues and manage cases in accordance with established service level agreements (SLAs). • Document troubleshooting steps, resolutions, and customer communications accurately within support systems. • Escalate complex or high-priority issues to senior engineers and cross-functional teams while maintaining ownership of customer communications. • Utilize and contribute to Cleo's Solution Center, Knowledge Base, and internal documentation resources. • Identify recurring customer issues and recommend improvements to support documentation, processes, and product functionality. • Share knowledge and best practices with team members to continuously improve support effectiveness. • Leverage AI-powered tools to accelerate troubleshooting, knowledge discovery, case summarization, and solution development. • Apply critical thinking to validate AI-generated recommendations and ensure technical accuracy. • Identify opportunities to automate repetitive tasks and improve support efficiency through AI and workflow automation technologies.