Support Engineer (U.S. Government Support)

GitLab; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Flexibility in schedule

Equity & ESPP

Generous PTO

Job summary

GitLab is seeking a Support Engineer on our US Government Support Engineering team, enabling public sector organizations and U.S. government agencies to run GitLab in highly secure environments.

You will diagnose complex issues via Linux command line, analyze logs and performance, and work with Product and Engineering to reproduce defects, contributing to documentation and support workflows in a fully remote, collaborative environment.

Qualifications

• Strong Linux fundamentals and system administration knowledge.
• Experience analyzing logs, performance, and troubleshooting across complex environments.
• Familiarity with GitLab internals and CI/CD workflows.
• Ability to document processes and contribute to self‑service knowledge.

Responsibilities

• Diagnose and resolve complex issues in GitLab deployments.
• Reproduce edge-case defects and document findings for engineers.
• Improve support workflows and create clear documentation.
• Collaborate with Product, Eng, and Infra to ensure reliable outcomes.
• Participate in on-call rotations and provide timely incident responses.

Skills

Linux admin

Log analysis

GitLab internals

Troubleshooting

Documentation

Collaboration

On-call

Ruby

Bash

Kubernetes

CI/CD

Communication

Tools

OpenShift

Kubernetes

GitLab

Ruby on Rails

Bash scripting

Job description

• As a Support Engineer on our US
• Government Support Engineering team, you operate at the critical intersection of Support and Engineering, enabling public sector organizations and United States government agencies to run GitLab in some of the most secure and constrained environments in the world
• Your work directly supports national security missions, including customers operating within FedRAMP-authorized, air-gapped, and classified or semi-classified environments where traditional troubleshooting approaches are not always possible
• In this role, you will engage deeply with GitLab through the command line; analyzing logs, system behavior, and application performance with strong Linux fundamentals and an understanding of how GitLab’s components interact end-to-end
• You may partner with Product and Engineering to reproduce and document edge‑case defects using sanitized or redacted data, or contribute directly to the product by opening merge requests that resolve customer‑impacting issues
• Beyond resolving individual cases, you’ll help strengthen GitLab by improving documentation, support workflows, and institutional knowledge, ensuring that lessons learned in highly regulated environments benefit the broader platform; all while working in a fully remote, highly collaborative environment built on trust, autonomy, and shared ownership
• Collaborate closely with public sector customers, including U.S. government agencies, the Department of War, and Intelligence Community organizations, to diagnose, troubleshoot, and resolve complex issues in GitLab deployments operating under strict security, compliance, and operational constraints
• Perform deep, hands‑on technical investigations using Linux command-line tooling and GitLab internals to analyze logs, system performance, and application behavior, often with limited telemetry or incomplete datasets. You will trace issues across infrastructure, application, and code paths to identify root causes, recommend mitigations, and drive durable fixes; frequently partnering with GitLab Product, Development, and Infrastructure teams to ensure outcomes that meet both mission and platform reliability requirements
• Create and update clear, reusable documentation and support content based on real customer interactions to improve self‑service and reduce repeated issues
• Participate in regular pairing sessions with other Support Engineers and act as a stable counterpart to cross‑functional teams to share knowledge and improve support processes
• Contribute to building and refining internal support tools and workflows, including automation and troubleshooting utilities, to make diagnosing and resolving issues more efficient
• Participate in weekday and weekend on‑call rotations, providing timely emergency support for self‑managed customers operating in restricted and compliance‑focused environments
• Support the growth of the team by reviewing applications and assessments, and participating in interviews and hiring decision discussions

Benefits

• We offer benefits to manage your health, wealth, and well‑being regardless of location
• Flexibility in schedule to be there for life’s important moments
• Equity compensation & Employee Stock Purchase Plan offered
• Generous Paid Time Off

Due to government security requirements, you must be a United States Citizen (defined as any individual who is a citizen of the United States by law, birth, or naturalization) to be eligible for this positionFamiliarity with AI/LLM-powered developer tooling and gateway architectures (for example GitLab Duo, AI gateway configurations, or similar model-serving/proxy layers), including how they’re deployed and troubleshot in self‑managed or air‑gapped environmentsPractical experience with Git and continuous integration/continuous delivery (CI/CD) workflowsStrong Linux systems administration knowledge, with the ability to troubleshoot performance and configuration issues in complex environmentsExperience managing customer‑facing cases across the full support lifecycle, from initial inquiry and triage through reproduction, escalation, and resolutionUnderstanding of common information security and compliance concepts and controls (for example DISA STIG and SELinux), and eligibility to work on United States federal customer environments as required for this roleSkill in creating and maintaining clear, accurate support content and technical documentationAbility to explain complex technical topics in a clear, empathetic way to customers and coworkers with varying technical backgroundsAbility to use scripting languages (preferably Ruby or Bash) and work within model-view-controller frameworks (preferably Ruby on Rails) to investigate and resolve issuesFamiliarity with DevOps practices and container‑orchestration technologies such as OpenShift and Kubernetes