Sokunrotanak Srey
Senior Support Engineer · LinkedIn · GitLab · GitHub · sokunrotanak.srey@gmail.com
Summary
Senior Support Engineer with 10+ years in IT and ~7 years at GitLab, advancing from Support Agent to Senior. I support internal users and enterprise B2B customers, including Fortune 500 companies. My strength spans the full GitLab platform: application and feature troubleshooting across Self-Managed and SaaS, CI/CD, authentication and identity (LDAP, SAML/SSO, SCIM), security scanning, and the GitLab Duo / AI platform, with additional depth in subscriptions and licensing (CustomersDot). Backed by a Linux and systems-administration foundation (LFCS), I turn ambiguous reports into reproducible bug fixes and build the tooling and documentation that scale the wider support organization.
Experience
Senior Support Engineer, GitLab
Joined as a Support Agent and promoted to Senior Support Engineer, supporting enterprise B2B customers, including Fortune 500 companies, across the full breadth of the GitLab platform, and partnering with engineering and product to resolve escalated, customer-impacting issues.
- Platform & product troubleshooting: diagnosed application, feature, networking, and performance issues across GitLab Self-Managed and SaaS; drove troubleshooting and adoption of GitLab Duo and the Agent Platform (AI), including AI-assisted SAST/DAST
- Authentication & identity: resolved LDAP, SAML/SSO, and SCIM provisioning issues for enterprise customers
- CI/CD & compute: debugged pipelines, runners, and compute-minute/quota problems
- Subscriptions & licensing (CustomersDot): handled subscriptions, seats, trials, CI minutes, storage, and renewals for paying customers; designed internal Support Tools (trial management, seat resets, CI-minute adjustments, namespace admin) for faster, safer resolution
- Security & reliability: reported and validated security findings (Advanced SAST coverage gaps, merge-approval / security-policy behavior); improved reliability via fixes such as a scheduled-pipeline race condition, Runner fetch-retry, and LDAP group-sync bugs
- Beyond the ticket queue: authored 280+ documented issues and 75+ merge requests; wrote handbook documentation and workflows that deflected recurring tickets; served as Communications Lead during incidents; mentored and onboarded new engineers
IT Technician, Asian Hope
Part of the MIS team, supporting internal staff (internal customers) and responsible for IT hardware, networking, and system management; keeping infrastructure running and minimizing downtime for on-site and field employees.
- Managed and troubleshot IT hardware, network, and end-user systems
- Built and maintained a Jenkins CI/CD server for web app testing and deployment
- Redeployed JIRA (ticketing) and CUPS (print server) infrastructure
- Automated SSL certificate renewal for custom domains on GitLab Pages
- Solved non-www → www redirect for GitLab Pages-hosted sites
- Built a multiboot USB system for storing and deploying workstation images
- Wrote a Slack API script to auto-update user status icons based on site IP
- Wrote and maintain server backup scripts
Sale & Service Engineer, Envicare Water Company
Monthly industrial water-quality analysis for factory clients; technical reporting and chemical treatment recommendations.
QA Inspector, Crown Beverage Cans Cambodia
Inspection and testing of beverage cans against specification; corrective actions and equipment calibration.
Certifications
- Linux Foundation Certified System Administrator (LFCS): Nov 2018 · LFCS-1800-002173-0100
- LPI Linux Essentials: Nov 2016 · LPI000370490
Education
- M.S., Food Science · Chung-Ang University, South Korea · 2012 – 2014
- B.S., Food Science & Chemical Engineering · Institute of Technology of Cambodia · 2006 – 2011
Languages
| Language | Proficiency |
|---|---|
| Khmer | Native |
| English | Professional Proficiency |
| Korean | Basic |
| French | Basic |