Support Engineer – U.S. Government
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
- Growth and Development Fund
- Parental Leave
