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Support Engineer – U.S. Government
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Support Engineer – U.S. Government
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Job Description:
Collaborate with public sector customers, including U.S. government agencies, the Department of War, and Intelligence Community organizations, to diagnose, troubleshoot, and resolve complex GitLab deployment issues
Perform deep technical investigations using Linux command-line tooling and GitLab internals to analyze logs, system performance, and application behavior
Trace issues across infrastructure, application, and code paths to identify root causes, recommend mitigations, and drive durable fixes
Partner with Product, Development, Infrastructure, and other cross-functional teams
Create and update reusable documentation and support content
Participate in regular pairing sessions and act as a stable counterpart to cross-functional teams
Build and refine internal support tools and workflows, including automation and troubleshooting utilities
Participate in weekday and weekend on-call rotations, providing emergency support for self-managed customers
Review applications and assessments, participate in interviews, and contribute to hiring decisions
Requirements:
Must be a United States Citizen to be eligible for this position
Experience managing customer-facing cases across the full support lifecycle, from initial inquiry and triage through reproduction, escalation, and resolution
Strong Linux systems administration knowledge, including troubleshooting performance and configuration issues in complex environments
Familiarity with AI/LLM-powered developer tooling and gateway architectures, including deployment and troubleshooting in self-managed or air-gapped environments
Ability to use scripting languages, preferably Ruby or Bash
Ability to work within model-view-controller frameworks, preferably Ruby on Rails
Practical experience with Git and CI/CD workflows
Skill in creating and maintaining clear, accurate support content and technical documentation
Ability to explain complex technical topics clearly and empathetically
Familiarity with DevOps practices and container-orchestration technologies such as OpenShift and Kubernetes
Understanding of information security and compliance concepts and controls, such as DISA STIG and SELinux
Eligibility to work on United States federal customer environments as required for this role
Ability to work overnight hours from 12:00am–7:00am EST
Ability to participate in weekday and weekend on-call rotations
Benefits:
Benefits to support your health, finances, and well-being
Flexible Paid Time Off
Team Member Resource Groups
Equity Compensation & Employee Stock Purchase Plan
