Support Engineer, U.S. Government Support New Remote, United States

GitLab Inc.; Northern (KY); Hybrid; USD 120,000 - 180,000; Full time

Job summary

GitLab is seeking a Support Engineer for its U.S. Government Support Engineering team. You will diagnose complex issues in FedRAMP‑authorized, air‑gapped, and regulated environments, using Linux, GitLab internals, and scripting to triage and resolve cases.

You'll collaborate with Product, Development, and Infrastructure teams, contribute to docs, and participate in on‑call rotations in a fully remote, high‑trust setting that values autonomy and cross‑functional teamwork.

Qualifications

• United States citizenship is required for eligibility.
• Experience handling customer-facing cases from inquiry to resolution.
• Strong Linux systems administration knowledge and troubleshooting.
• Familiarity with AI/LLM-powered developer tooling and gateway architectures.
• Ability to script in Ruby or Bash and work with Ruby on Rails.
• Practical experience with Git and CI/CD workflows.
• Ability to create clear, accurate support content and documentation.
• Excellent communication skills for diverse technical audiences.
• Familiarity with DevOps practices and container orchestration (OpenShift, Kubernetes).
• Understanding of security/compliance concepts and ability to work in US federal environments.

Responsibilities

• Diagnose, troubleshoot, and resolve complex issues in GitLab deployments in highly secure environments.
• Deep-dive investigations using Linux command-line tools and GitLab internals to analyze logs and performance.
• Document and share knowledge to improve self-service and reduce recurring issues.
• Collaborate with cross-functional teams to improve support processes and tooling.
• Contribute to internal support tools and automation to streamline triage and resolution.
• Participate in on-call rotations to provide timely support for restricted environments.
• Assist in interviewing and selecting candidates to grow the team.

Skills

US Citizenship

Linux administration

Scripting (Ruby/Bash)

Ruby on Rails

Git & CI/CD

OpenShift & Kubernetes

AI/LLM tooling

Documentation & training content

Strong communication

Security/compliance (FedRAMP, DISA STG

Tools

GitLab internals

Linux tooling

CI/CD tooling

OpenShift

Kubernetes

Job description

Remote, United States

GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100* trust GitLab to ship better, more secure software faster.

The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our valuesand continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software.

*Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on GitLab data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab.

An overview of this role

As a Support Engineer on our U.S. 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.

What you’ll bring

• 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 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, with the ability to troubleshoot performance and configuration issues in complex environments
• Familiarity 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 environments
• Ability to use scripting languages (preferably Ruby or Bash) and work within model‑view‑controller frameworks (preferably Ruby on Rails) to investigate and resolve issues
• Practical experience with Git and continuous integration/continuous delivery (CI/CD) workflows
• Skill in creating and maintaining clear, accurate support content and technical documentation
• Ability to explain complex technical topics in a clear, empathetic way to customers and coworkers with varying technical backgrounds
• Familiarity with DevOps practices and container‑orchestration technologies such as OpenShift and Kubernetes
• Understanding 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 role

About the team

At GitLab Federal, LLC, the U.S. Government Support Engineering team partners with public sector organizations and United States government agencies to support GitLab in highly secure, mission‑critical environments. Our work directly enables national security outcomes, supporting customers across the Intelligence Community, Department of War, and other federal, state, and local government entities operating within regulated and restricted boundaries.

We are embedded within Support Engineering and work closely with Product, Development, Infrastructure, Customer Success, and Sales to solve complex, high‑impact technical challenges. Our team frequently dives into code, logs, and architectural behavior to understand not just what is failing, but why; especially in environments with sanitized data, limited visibility, and strict compliance controls such as FedRAMP. We collaborate asynchronously across time zones and through structured pairing and discussion to share knowledge, strengthen solutions, and continuously improve how GitLab supports secure, air‑gapped, and regulated deployments, while upholding GitLab's standards for rigor, transparency, and technical excellence.

The base salary range for this role’s listed level is currently for residents of theUnited States only. This range is intended to reflect the role's base salary rate in locations throughout the US.Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, alignment with market data,and geographic location.The base salary range does not include any bonuses, equity, or benefits. See more information on our benefits and equity . Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.

Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location‑based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.

GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See alsoGitLab’s EEO Policy andEEO is the Law . If you have a disability or special need that requiresaccommodation , please let us know during therecruiting process .