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
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