Overview
Support Engineer on GitLab’s U.S. Government Support Engineering team, solving complex issues for public sector and U.S. government customers running GitLab in highly secure, constrained environments.
What you'll do
- Collaborate with public sector customers to diagnose, troubleshoot, and resolve complex GitLab deployment issues.
- Perform deep technical investigations using Linux command-line tooling and GitLab internals to analyze logs and behavior.
- Trace issues across infrastructure, application, and code paths to identify root causes, recommend mitigations, and drive durable fixes.
- Create and update documentation and support content based on customer interactions to improve self-service and reduce repeated issues.
- Participate in pairing sessions to share knowledge and improve support processes.
- Build and refine internal support tools and workflows, including automation and troubleshooting utilities.
- Provide timely emergency support through weekday and weekend on-call rotations.
What you'll need
- Be a United States Citizen to be eligible due to government security requirements.
- Experience managing customer-facing cases across the full support lifecycle.
- Strong Linux systems administration knowledge for performance and configuration troubleshooting.
- Familiarity with AI/LLM-powered developer tooling and gateway architectures, including troubleshooting and deployment in self-managed or air-gapped environments.
- Ability to use scripting languages, preferably Ruby or Bash.
- Practical experience with Git and CI/CD workflows.
- Understanding of common information security and compliance concepts and controls (e.g., DISA STIG and SELinux).
Details
- Work is described as fully remote and highly collaborative.
- On-call rotations include weekday and weekend coverage.
Read the full description and apply on the company’s own careers page.
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