Support Engineer, U.S. Government Support

Details

GitLab is seeking a Support Engineer to join its U.S. Government Support Engineering team. The role supports public sector organizations and United States government agencies running GitLab in secure and constrained environments, including FedRAMP-authorized, air-gapped, classified, and semi-classified environments.

The position involves deep command-line work with GitLab, including log analysis, system behavior and application performance investigation, and troubleshooting across infrastructure, application, and code paths. The engineer may partner with Product and Engineering to reproduce and document edge-case defects using sanitized or redacted data, contribute merge requests that resolve customer-impacting issues, and improve documentation, support workflows, and institutional knowledge.

Responsibilities

• 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 under strict security, compliance, and operational constraints.
• Perform 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.
• Trace issues across infrastructure, application, and code paths to identify root causes, recommend mitigations, and drive durable fixes.
• Partner with GitLab Product, Development, and Infrastructure teams to achieve customer and platform reliability outcomes.
• Create and update reusable documentation and support content based on customer interactions.
• Participate in pairing sessions with other Support Engineers 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 for self-managed customers in restricted and compliance-focused environments.
• Review applications and assessments and participate in interviews and hiring decisions.

Requirements

• Must be a United States Citizen due to government security requirements.
• Experience managing customer-facing cases through the full support lifecycle, from 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, such as GitLab Duo, AI gateway configurations, or similar model-serving and proxy layers, including deployment and troubleshooting 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.
• Practical experience with Git and CI/CD workflows.
• Ability to create and maintain clear, accurate support content and technical documentation.
• Ability to explain complex technical topics clearly and empathetically to customers and coworkers with varying technical backgrounds.
• 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.

Team

GitLab Federal, LLC's U.S. Government Support Engineering team partners with public sector organizations and government agencies to support GitLab in highly secure, mission-critical environments. The team works closely with Support Engineering, Product, Development, Infrastructure, Customer Success, and Sales to investigate code, logs, and architectural behavior in regulated and restricted environments, including FedRAMP, sanitized-data, and air-gapped deployments.

Compensation

The United States base salary range is $95,200–$160,800 USD. The range does not include bonuses, equity, or benefits.

Benefits

• Benefits supporting health, finances, and well-being
• Flexible paid time off
• Team member resource groups
• Equity compensation and employee stock purchase plan
• Growth and development fund
• Parental leave

GitLab roles are remote, subject to location-based eligibility requirements. GitLab is an equal opportunity workplace and affirmative action employer.