Support Engineer, U.S. Government Support @GitLab

Overview

The role of Support Engineer on the U.S. Government Support Engineering team at GitLab is critical in enabling public sector organizations and U.S. government agencies to operate within highly secure environments. This position focuses on supporting national security missions by facilitating the use of GitLab in FedRAMP-authorized, air-gapped, and classified environments.

Key Responsibilities

• Collaborate with public sector customers, including U.S. government agencies, to troubleshoot and resolve complex issues in GitLab deployments.
• Conduct deep technical investigations using Linux command-line tools to analyze system performance and application behavior.
• Create and update clear, reusable documentation and support content for customer interactions.
• Participate in pairing sessions and collaborate with cross-functional teams to enhance support processes.
• Contribute to internal tools and workflows to improve troubleshooting efficiency.
• Provide emergency support during on-call rotations for self-managed customers in compliance-focused environments.
• Support the team’s growth through application reviews and participation in hiring discussions.

Requirements

• U.S. Citizenship is required due to government security requirements.
• Experience in managing customer-facing cases throughout the full support lifecycle.
• Strong Linux systems administration knowledge for troubleshooting issues.
• Familiarity with AI-powered tooling and troubleshooting in self-managed environments.
• Proficiency in scripting languages (preferably Ruby or Bash) and experience with model-view-controller frameworks.
• Practical experience with Git and CI/CD workflows.
• Ability to create clear support content and communicate technical topics effectively.
• Understanding of security compliance concepts suitable for federal environments.

Benefits

• Health, finance, and well-being benefits.
• Flexible Paid Time Off.
• Growth and Development Fund.
• Parental Leave.
• Equity Compensation & Employee Stock Purchase Plan.

Location

Remote, United States

How to Apply

To apply, please submit your application through the GitLab careers page.

Deadline

No deadline specified.