Job Title: Senior Customer Service AdministratorLocation: &#xA0;Hemel Hempstead, HP2 7GE / RemoteSalary: &#xA3;21.10Contract:&#xA0;&#xA0;Fixed term contract &#x2013; 12 monthsHours: Monday to Friday, 37.5hrsStart: ASAP GI Group are recruiting for a Senior Customer Service Administrator to join a leading global organisation in the scientific/healthcare sector. This is a full-time 12-month contract offering remote working (Hemel Hempstead base) and a fast-paced role supporting customers across the full service and order lifecycle.You will be a key point of contact for customers and internal stakeholders, ensuring a high standard of service delivery. The role includes managing customer relationships, processing orders and contracts, handling tenders and quotations, coordinating shipments, and maintaining accurate documentation and system records. You&#x2019;ll also contribute to continuous improvement initiatives.&#xA0;Key responsibilities&#xB7;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;Manage customer enquiries and provide clear, proactive updates.&#xB7;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;Process orders, quotations, tenders, and contracts accurately and on time.&#xB7;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;Coordinate shipments and liaise with internal teams to support fulfilment.&#xB7;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;Maintain accurate documentation and customer/order data.&#xB7;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;Use ERP/CRM systems to manage workflows and keep records up to date.&#xB7;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;Support process improvement and ensure consistent service quality. Essential requirements&#xB7;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;Minimum 2 years&#x2019; customer service or administrative experience in a similar role.&#xB7;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;Strong Microsoft Office skills (Excel, Word, PowerPoint, Outlook).&#xB7;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;Experience with ERP systems (SAP or QAD).&#xB7;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;Experience with CRM platforms (Salesforce).&#xB7;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;Excellent written and verbal communication skills (fluent English).&#xB7;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;Strong attention to detail, accuracy, and document control.&#xB7;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;Able to manage multiple priorities and deadlines.&#xB7;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;Comfortable working independently in a remote setting, while collaborating with teams. Desirable&#xB7;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;Experience in tender/bid documentation and contract administration.&#xB7;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;Knowledge of GMP, ISO standards, or quality systems.&#xB7;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;Experience in pharmaceutical, healthcare, scientific, or regulated environments.&#xB7;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;Relevant qualifications/certifications (business administration, science, or related fields beneficial).&#xB7;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;Attention to Detail &amp; Documentation Accuracy.&#xB7;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;&#xA0;Organisation, prioritisation &amp; multitasking. Hiring Contact: Joanne SmithAgency: GI Group Recruitment LtdIf you would like any further information about any vacancies before applying, please feel free to contact Joanne.Smith@gigroup.com or on 07552 342472&#xA0;&#xA0;&#xA0;&#xA0;

Senior Customer Service Administrator

Customer Service Representative (Remote, United Kingdom) Entry LevelJob Snapshot Job Functions: Customer Service | Administrative | Other&#x1F4CD; Location: United Kingdom&#x1F3E0; Workplace: Remote&#x1F4BC; Job Type: Permanent&#x23F0; Employment: Full-Time&#x1F3AF; Experience: Entry Level&#x1F4B7; Salary: &#xA3;35,000&#x2013;&#xA3;40,000 per annumOverviewWe&#x2019;re looking for a professional and customer-focused Customer Service Representative to join a remote UK-based team.This opportunity is ideal for someone with strong communication, problem-solving and organizational skills who enjoys supporting customers and delivering a positive service experience.Key Responsibilities&#x2022; Respond to customer enquiries professionally and efficiently&#x2022; Provide clear information and practical support&#x2022; Resolve customer issues and escalate where appropriate&#x2022; Maintain accurate customer records and update internal systems&#x2022; Manage multiple enquiries while maintaining service quality&#x2022; Communicate with customers through phone, email and digital channels&#x2022; Follow customer service procedures and quality standardsRequirements&#x2022; Strong written and verbal communication skills&#x2022; Professional and customer-focused approach&#x2022; Good problem-solving and organizational skills&#x2022; Strong attention to detail&#x2022; Comfortable using online systems and Microsoft Office&#x2022; Ability to manage priorities and work independently remotely&#x2022; Previous customer service, retail, hospitality, administration or client-facing experience is beneficialWhat We Offer&#x2022; &#xA3;35,000&#x2013;&#xA3;40,000 annual salary&#x2022; Remote UK working arrangement&#x2022; Permanent, full-time position&#x2022; Opportunity to build valuable customer service and client-support experience&#x2022; Exposure to modern digital customer-support workflows&#x2022; Opportunity to strengthen communication, organization and problem-solving skillsHow to ApplyApply in around 20&#x2013;25 seconds &#x2014; confirm your details, upload your CV and submit your application.

Customer Service Representative (Remote UK)

Client Relationship Manager &#x2013; Financial ServicesRemote Working | Ideally London / South East Based&#xA3;50,000 Basic | &#xA3;100,000 OTE | Relationship-Focused RoleLove building client relationships but tired of constantly chasing new business? If you&apos;re currently working in financial services, wealth management, banking or professional services and would prefer to spend more time developing client relationships rather than continually prospecting for new business, this could be the perfect opportunity.We&apos;re recruiting for an award-winning, growing specialist tax advisory firm seeking a commercially minded Client Relationship Manager to own client relationships and deliver an exceptional client experience. This is a predominantly relationship-led role, offering remote working, excellent earning potential and the opportunity to work closely with an established portfolio of business owners, property investors and high-net-worth individuals. The RoleYou&apos;ll become a key point of contact for clients, managing their journey from initial onboarding through to ongoing account management.Working closely with senior directors and specialist tax advisers, you&apos;ll ensure every client receives a seamless, professional and personalised service. Your responsibilities will include:<ul><li>Client Relationship Management &#x2013; Building and maintaining strong, long-term relationships with existing clients.</li><li>Client Onboarding &#x2013; Managing the onboarding process, coordinating documentation and ensuring a positive first experience.</li><li>Account Management &#x2013; Overseeing client accounts, monitoring progress and keeping clients informed.</li><li>Internal Coordination &#x2013; Liaising with directors, tax advisers and administrative teams to ensure client requirements are delivered efficiently.</li><li>Client Retention &amp; Development &#x2013; Identifying opportunities to strengthen relationships and introduce additional services.</li><li>CRM Management &#x2013; Maintaining accurate client records, managing outstanding actions and ensuring effective communication.</li></ul> About YouWe&apos;re particularly interested in candidates currently working in financial services or a related professional services environment who enjoy the relationship-building side of their role.You might currently be working as a Business Development Executive, Business Development Manager, Account Manager, Relationship Manager or Client Development Manager.You&apos;ll bring:<ul><li>Experience working in financial services, wealth management, banking, tax, accountancy or professional services.</li><li>Excellent relationship-building and communication skills.</li><li>Confidence dealing with business owners, senior professionals and high-net-worth clients.</li><li>Strong organisational skills and attention to detail.</li><li>A commercial mindset, with a genuine passion for client service.</li><li>The ability to manage multiple client relationships and coordinate internal teams.</li></ul>You don&apos;t need to be a tax specialist. We&apos;re looking for someone who can build trust, manage relationships and deliver an outstanding client experience. The Package<ul><li>&#xA3;50,000 basic salary</li><li>&#xA3;50,000 on-target bonus</li><li>&#xA3;100,000 OTE</li><li>Remote working &#x2013; ideally based within commutable distance of London</li><li>Established and growing client relationships</li><li>A consultative role with less emphasis on cold business development</li><li>Opportunity to work alongside experienced directors and specialist advisers</li><li>Excellent long-term career development opportunities</li></ul> Ready for a More Relationship-Focused Career?If you&apos;ve built your career in financial services sales or business development but would now prefer to focus on managing clients, developing relationships and delivering exceptional service, we&apos;d love to hear from you. Enjoy the relationship-building side of sales without giving up the earning potential.Apply today for a confidential conversation with Aaron Wallis Sales Recruitment. To apply, please email a copy of your CV to Darren Dewrance of Aaron Wallis at darren.dewrance@aaronwallis.co.uk

Client Relationship Manager

Job title: Support Operations Analyst Reporting to: Support Lead Location: Remote (UK based) Are you curious, analytical, and eager to grow in the world of SaaS and AI? Aveni is an award-winning technology company. We use advanced AI to enable scalable efficiency for financial services companies, combining world-leading Natural Language Processing (NLP) and Large Language Model (LLM) expertise with deep financial services domain experience to drive enterprise-wide productivity. Aveni harnesses the power of voice to drive unprecedented efficiency and oversight. We&#x2019;re using the latest in AI to automate and innovate, empowering businesses to achieve exceptional productivity and compliance outcomes. We&#x2019;re looking for a Support Operations Analyst to help us scale how customer support works through AI, automation, knowledge and strong operational processes. A core part of the role will be owning and improving our AI support experience: increasing the proportion of customer requests resolved through AI and self-service, continuously improving the content and workflows that power it, and using conversation data to identify new opportunities for automation. You&#x2019;ll stay close to customers by providing second-line support when needed, while also improving our knowledge, incident and problem management practices. About The Role As a Support Operations Analyst, your primary focus will be making Support more scalable, proactive and effective. You&#x2019;ll take day-to-day ownership of optimising our AI support agent, Intercom Fin, using performance data and conversation reviews to improve involvement, resolution and deflection. You&#x2019;ll author and test AI content, tune workflows and routing, identify knowledge and automation gaps, and implement improvements that allow more customers to get the right answer without needing a human response. Alongside this, you&#x2019;ll own key parts of our customer-facing knowledge and Support operations, help ensure we&#x2019;re ready for product launches, coordinate customer-impacting incidents and recurring product issues, and provide second-line customer support where human investigation is required. What You&#x2019;ll Be Doing <ul><li>Second-line Customer Support &#x2013; Provide hands-on support for customer requests that require human investigation or cannot be resolved through AI or self-service. Troubleshoot issues, communicate clearly with customers and use these conversations to identify opportunities to improve Fin, documentation or product experience. </li><li>Incident &amp; Problem Management &#x2013; Act as a Support point of contact during customer-impacting incidents: triage and escalate high-priority issues, coordinate with Engineering, maintain clear stakeholder and customer communications, and contribute recommendations that improve the process. For lower-impact bugs and recurring problems, work with Product and Engineering to maintain visibility and help ensure a healthy level of customer-impacting issues is picked up through sprint planning. </li><li>Technical Investigation &#x2013; Diagnose and troubleshoot technical issues, gather the right evidence and work confidently with Product and Engineering when deeper investigation is required. </li><li>Product Knowledge &#x2013; Develop a strong understanding of Aveni&#x2019;s products to support users effectively and confidently. </li><li>Launch &amp; Cross-functional Collaboration &#x2013; Work with Product, Marketing, Training &amp; Enablement and Engineering to ensure Help Centre and Intercom content is accurate, and that customer documentation and Support readiness are in place for new features and product launches. </li><li>AI Support Optimisation &#x2013; Take day-to-day ownership of optimising our AI customer support experience. At Aveni we use Intercom Fin, but experience with Zendesk AI or similar platforms is equally relevant. Author, test and continuously improve the content and instructions that power Fin; tune workflows, routing and hand-off paths; review customer conversations to identify new deflection and automation opportunities; and implement improvements that allow more requests to be resolved before reaching the Support team. Own regular reporting on AI involvement, resolution and deflection rates, using the data to identify trends, prioritise experiments and demonstrate the impact of changes. </li><li>Knowledge Management &#x2013; Maintain and improve Help Centre content, FAQs and internal Support guidance, ensuring AI and human agents have accurate, useful knowledge to work from. Identify documentation gaps through conversation reviews, support trends and AI performance, and work with Product, Marketing and Training &amp; Enablement to close them. </li></ul>What We&#x2019;re Looking For <ul><li>A strong interest in technology, SaaS, and AI. </li><li>Solid problem-solving skills with a proactive, solutions-focused mindset. </li><li>Clear and confident communication skills, with the ability to explain technical concepts in simple terms. </li><li>Experience in a customer-facing or technical support role, ideally within B2B SaaS, with confidence owning customer issues from first contact through to resolution or escalation. </li><li>Hands-on experience optimising AI customer support platforms such as Intercom Fin, Zendesk AI or similar. We&#x2019;re looking for evidence that you have actively improved how an AI agent performs &#x2014; for example by authoring and testing content, tuning workflows or routing, reviewing conversations for deflection opportunities, and using involvement, resolution or deflection reporting to drive measurable improvements. Direct Fin experience isn&apos;t essential; the track record matters more than the platform. </li><li>Experience maintaining customer-facing knowledge bases or Help Centres and turning support trends into clear, useful documentation. </li><li>A collaborative team player who is comfortable working both remotely and independently. </li></ul>Nice to Have <ul><li>Previous experience in a B2B SaaS or fintech environment, particularly supporting complex or regulated customers. </li><li>Experience designing or running experiments to improve AI agents, automation or self-service journeys in a customer support environment. </li><li>Experience using support and AI metrics such as SLA, CSAT, involvement, resolution and escalation trends to identify and prioritise improvements. </li><li>Experience with incident and problem management practices, including escalation, stakeholder communication, root cause analysis and continuous improvement. </li><li>Experience working with Product and Engineering during high-priority incidents and managing lower-impact bugs through a backlog or sprint-based development process. </li></ul>Benefits What we offer <ul><li>A collaborative and innovative work environment with career growth opportunities</li><li>34 days holiday plus your birthday off (inclusive of bank holidays)</li><li>Share options &#x2013; we believe in shared success</li><li>Skills development &#x2013; continuous learning is at our core, expect the development to be front and centre of everything you do</li><li>Remote and flexible working &#x2013; remote, co-working spaces, or a mix of both</li><li>Life insurance, income protection and private health care</li><li>Freebies and discounts at a range of retailers</li><li>Emotional wellbeing (Employee assistance programme provides access to 24/7 employee counselling and emotional support)</li><li>Cycle to work scheme</li><li>Pension scheme (employer contribution matched up to 5%) </li></ul>Join Us in Making a Difference At Aveni, we believe that diversity drives innovation. We&apos;re committed to building a team that reflects the diverse communities we serve and creating an inclusive workplace where everyone feels valued and empowered to contribute their best work. If you&apos;re passionate about leveraging technology to drive positive change and want to be part of a team that&apos;s shaping the future of financial services, we&apos;d love to hear from you. We know that some people are likely to only apply where they meet 100% of requirements, but we&#x2019;d like to hear from you anyway. Apply now to join us on our mission to transform the financial services industry through AI.

Support Operations Analyst

Want a soul-sucking call centre job? Yeah, neither do we.&#xA0; &#xA0; We&#x2019;re not here to read scripts or tick boxes. We&#x2019;re here to shake things up, to make energy better for our customers and the planet. That means real conversations, real problem-solving, and real impact.&#xA0; &#xA0; &#x1F49C; Your team? The best bunch of people you&#x2019;ve ever worked with&#x2014;curious, driven, and just as passionate about changing the industry as you are. No egos, no corporate nonsense&#x2014;just a group of brilliant minds tackling challenges together. &#xA0; &#xA0;&#x26A1; It&#x2019;s not always easy&#x2014;but it&#x2019;s worth it. We move fast. Things change. Just when you think you&#x2019;ve nailed it&#x2014;BOOM&#x2014;something new to learn. But if you love a challenge and thrive in a fast-paced environment, we&#x2019;ll have your back every step of the way. What you&apos;ll do...<ul> <li>&#x26A1; Making energy easy. Cutting through the jargon and helping customers understand their bills, meters, and tariffs without the headache.&#xA0;</li> <li>&#x1F4A1; Solving problems like a pro. Whether it&#x2019;s a billing query, a meter issue, or a complex energy conundrum &#x2013; you&#x2019;ll be on it, finding the best fix fast.&#xA0;</li> <li>&#x1F4DE; End-to-end service. No endless transfers or passing the buck &#x2013; you&#x2019;ll handle queries from start to finish, including complaints, making sure customers get the right help the first time.&#xA0;</li> <li>&#x1F9E0; Thinking on your feet. No scripts, no robotic responses &#x2013; just real conversations where you listen, understand, and deliver solutions that make sense.&#xA0;</li> <li>&#x2764;&#xFE0F; Treat every customer with the care you&#x2019;d give gran. We believe in warmth, kindness, and going the extra mile &#x2013; because that&#x2019;s what good service looks like</li> <li>&#xA0;&#x1F30D; Making a difference. Whether it&#x2019;s helping someone struggling with their energy bills or advising on greener energy choices, you&#x2019;ll have a real impact</li> </ul> The types of people we would love to hear from are those that are...<ul> <li>&#x2B50; Live for great customer service. You get a kick out of helping people and making their day that little bit better.&#xA0;</li> <li>&#x1F9D0; Ask questions and embrace change. Things move fast here &#x2013; you&#x2019;ll love learning new things and rolling with the punches.&#xA0;</li> <li>&#x1F91D; Have each other&#x2019;s backs. No egos, no lone rangers &#x2013; just a team of brilliant people supporting each other to do their best.&#xA0;</li> <li>&#x1F331; Care about the planet. We&#x2019;re fighting climate change, and we want people who share our passion for a greener future.&#xA0;</li> <li>&#x1F4A1; Spot problems and fix them. If something&#x2019;s not working, you&#x2019;ll be the first to figure out a better way &#x2013; and make it happen</li> <li>&#xA0;&#x1F4AA; Tackle tough calls head-on. Some conversations will be challenging, and some days will be non-stop &#x2013; but you&#x2019;ll take it in stride, stay cool under pressure, and keep finding solutions.&#xA0;</li> <li>&#x1F91D; Look out for those who need it most. From customers struggling to pay their bills to those in vulnerable situations, you&#x2019;ll bring empathy, patience, and the right support every time</li> </ul> What&#x2019;s in it for you? &#x1F440;&#x1F4A1;&#xA0; &#x1F697; EV salary sacrifice &#x2013; drive electric &amp; save &#x1F4B0;&#xA0; &#x1F6B4; Cycle-to-work scheme&#xA0;&#xA0; &#x1F4C8; Share options &#x2013; own a little piece of the pie &#x1F967;&#xA0; &#x1F34F; Fully stocked kitchens &#x2013; snacks = fuel = happiness &#xA0;&#x1F389; Weekly &#x2018;Family Dinner&#x2019; catch-ups&#xA0; &#xA0; Sound like your kind of place? &#x202F;We want to hear from you &#xA0; A bit about the role: Location - Home based role Our need - Immediate starters Salary - &#xA3;26,300 Hours - Full Time &#xA0; Our process usually takes up to 4 weeks, but we&#x2019;ll always do our best to flex around what works for you, this is what you can expect - &#xA0; First Stage Interview &#x2013; You&#x2019;ll be able to speak to one of the team or record your responses to pre-set questions at a time that fits you. This gives you the flexibility to showcase your skills without needing to be available for a live interview.&#xA0; Discovery Day &#x2013; This is an opportunity to meet potential future colleagues and participate in activities, including group exercises, role plays, and one-on-one interviews. It&apos;s designed to give you a taste of the company culture and the type of work involved.&#xA0; Final Interview &#x2013; The last stage is the final interview, where you&apos;ll visit the office, meet two of our leadership team, and have a chance to ask any final questions. It&#x2019;s also your opportunity to see the work environment before making your decision. &#xA0; Along the way, you&#x2019;ll chat with our recruitment team and your Recruiter will help you throughout different stages. Got any burning questions before then? Drop us a message at&#xA0;talent@octoenergy.com&#xA0;and we&#x2019;d love to help! &#xA0; Are you ready for a career with us? We want to ensure you have all the tools and environment you need to unleash your potential. Need any specific accommodations? Whether you require specific accommodations or have a unique preference, let us know, and we&apos;ll do what we can to customise your interview process for comfort and maximum magic! Where necessary, we sometimes use AI tools to help with parts of our hiring process, like reviewing applications or assessing responses. We&#x2019;re lucky to receive a huge amount of interest, so these tools help our recruiters manage that volume, not replace them. Ultimately, every hiring decision (for example, whether to progress your application or not) is always made by a real person in our Talent team. If you&#x2019;d like to know more about how we use your data, you can reach out to us via email at talent@octoenergy.com. We&#x2019;re happy to help!

Customer Service Advisor - Energy (Remote UK)

Customer Support Agent (Remote UK)Job SnapshotJob Functions: Customer Service | Administrative | OtherCategory: Customer ServicesLocation: United KingdomWorkplace: RemoteJob Type: PermanentEmployment: Full-TimeExperience: Entry LevelSalary: &#xA3;27,000&#x2013;&#xA3;33,000 per annum OverviewWe are looking for a friendly and customer-focused Customer Support Agent to provide high-quality support to customers across the United Kingdom.This is a remote, entry-level opportunity suitable for candidates who enjoy helping people, resolving queries and communicating clearly. You will respond to customer enquiries, provide accurate information, maintain customer records and work with internal teams to ensure a positive and efficient support experience. Key Responsibilities<ul><li>Respond to customer enquiries through phone, email, chat or other support channels.</li><li>Provide clear, accurate and professional information to customers.</li><li>Resolve routine customer queries and escalate more complex issues when required.</li><li>Maintain accurate records of customer interactions and outcomes.</li><li>Update customer details and relevant information in internal systems.</li><li>Follow established customer support procedures and service standards.</li><li>Work with internal teams to help resolve customer concerns efficiently.</li><li>Identify recurring customer issues and report them appropriately.</li><li>Maintain a professional and helpful approach across all customer interactions.</li><li>Support general customer service and administrative activities when required.</li></ul>Requirements<ul><li>Strong written and verbal communication skills.</li><li>Customer-focused and professional approach.</li><li>Good listening and problem-solving skills.</li><li>Strong attention to detail and accuracy.</li><li>Comfortable using digital systems and standard office software.</li><li>Ability to manage multiple enquiries and priorities effectively.</li><li>Good organization and time-management skills.</li><li>Comfortable working independently in a remote environment.</li><li>Previous customer service or support experience is helpful but not essential for this entry-level role.</li><li>Willingness to learn new systems, processes and service procedures.</li></ul>What We Offer<ul><li>Competitive salary of &#xA3;27,000&#x2013;&#xA3;33,000 per annum.</li><li>Permanent, full-time employment.</li><li>Remote working across the United Kingdom.</li><li>Structured onboarding and role-specific training.</li><li>Opportunity to build practical customer support experience.</li><li>Career development and progression opportunities.</li><li>Supportive and professional working environment.</li></ul>How to ApplyApply in around 20&#x2013;25 seconds &#x2014; confirm your details, upload your CV and submit your application.

Customer Support Agent (Remote UK)

GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100* trust GitLab to ship better, more secure software faster. The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software. <ul><li>Fortune 500&#xAE; is a registered trademark of Fortune Media IP Limited, used under license. Claim based on GitLab data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab. </li></ul>An overview of this role As an Assigned Support Engineer, you&#x2019;ll be a trusted technical advisor to GitLab&#x2019;s largest Self-managed, GitLab Dedicated, and GitLab.com customers, helping them avoid operational disruption and get the most from GitLab. You&#x2019;ll combine deep Linux systems expertise, GitLab and CI/CD knowledge, and a proactive support mindset to understand each customer&#x2019;s environment, anticipate and prevent issues, and solve complex technical and business challenges. In a typical week, you might be prioritizing strategic blockers with customer stakeholders, partnering with Product, Development, Infrastructure, Customer Success, and Sales to drive defect resolution and influence the roadmap, or diving into code, logs, and tools like strace to troubleshoot performance issues. Your impact in the first year will be measured by customer trust, reduced critical incidents, and clear, reusable support content that empowers customers and GitLab teams alike. What you&#x2019;ll do <ul><li>Provide technical support to our largest Self-managed, GitLab Dedicated, and GitLab.com customers, ensuring their GitLab environments remain stable and performant.</li><li>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.</li><li>Build strong, proactive relationships with key customer stakeholders, helping them prioritize and address their most important technical blockers.</li><li>Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams to drive bug fixes, influence feature development, and help shape product goals and roadmap.</li><li>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.</li><li>Create and improve support content, including documentation and knowledge articles, to help customers and GitLab team members resolve issues more efficiently.</li><li>Partner closely with Support Engineering team members through pairing sessions and stable counterpart relationships to share knowledge and solve problems together.</li><li>Contribute to team growth by participating in hiring processes, including reviewing applications and assessments and joining interviews. </li></ul>What you&#x2019;ll bring <ul><li>Background managing complex, customer facing support cases end to end, from initial inquiry and triage through reproduction, escalation, and resolution.</li><li>Advanced troubleshooting skills with the ability to investigate ambiguous, multi-layered technical issues and identify root causes across applications, infrastructure, and integrations.</li><li>Strong Linux systems administration knowledge (LFCE or RHCE equivalent), including performance analysis and low-level debugging tools.</li><li>Practical experience with GitLab and continuous integration / continuous delivery (CI/CD), including how different deployment models and outages affect customers.</li><li>Ability to write and maintain clear, reusable support content such as knowledge articles, runbooks, and troubleshooting guides.</li><li>Proficiency with scripting languages (such as Ruby or Bash) and familiarity with model-view-controller (MVC) frameworks, preferably Ruby on Rails.</li><li>Effective communication skills for explaining complex technical topics to audiences with varying technical backgrounds and for building rapport with customer stakeholders.</li><li>Familiarity with DevOps practices and technologies such as Kubernetes and serverless platforms, with openness to applying transferable skills from related domains. </li></ul>About The Team The Support team is a fully distributed, global group across the AMER, EMEA, and APAC regions, focused on helping customers get the most from GitLab by troubleshooting complex issues and digging into code and logs to understand why something is not working as expected. As an Assigned Support Engineer, you&#x2019;ll be part of our broader Support Engineering organization, working closely with other Support Engineers through regular pairing sessions, 1:1s, coffee chats, and Slack conversations to stay connected while collaborating asynchronously across time zones. We balance autonomy with accountability, giving you flexibility to structure your shift in a way that fits your life while ensuring we can reliably address customer issues. Thanks to GitLab&#x2019;s Transparency value, you can see what we are working on in our Support Team page. Additionally, you can see our company roadmap and meetings to see what we are working on at any time. How GitLab Supports Full-Time Employees <ul><li>Benefits to support your health, finances, and well-being</li><li>Flexible Paid Time Off </li><li>Team Member Resource Groups</li><li>Equity Compensation &amp; Employee Stock Purchase Plan</li><li>Growth and Development Fund</li><li>Parental Leave </li></ul>Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you&apos;re excited about this role, please apply and allow our recruiters to assess your application. Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process. Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us. GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab&#x2019;s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab&#x2019;s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.

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Customer Care in other regions

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