Support Engineer, U.S. Government Support

at GitLab

📍 United States

USD 95,200-160,800 per year

MIDDLE

✅ Remote

Tech Stack
Tag name is followed by "@" symbol and proficiency level value. About proficiency levels:

1-2 — basic awareness. Minimal hands-on experience, and a rudimentary understanding of the technology's purpose;

3-6 — daily use. Comfortable and regular usage, capable of handling common tasks and challenges related to the technology;

7-9 — you are an expert, you can teach others, you know all the pitfalls and tricks;

10 — exceptional knowledge, comprehensive understanding, and adeptness in all aspects of the technology, including advanced problem-solving. Think twice before claiming or demanding such level.

AI @ 2 Bash @ 3 CI/CD @ 3 Compliance @ 3 DevOps @ 2 Git @ 3 Kubernetes @ 2 LLM @ 2 Linux @ 6 OpenShift @ 2 Ruby @ 3 Ruby on Rails @ 3 Security @ 3

Details

GitLab is seeking a Support Engineer for 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, analysis of logs, system behavior, and application performance, and troubleshooting across GitLab's components and code paths. The engineer may partner with Product and Engineering to reproduce and document defects using sanitized or redacted data, contribute merge requests to resolve customer-impacting issues, and improve documentation, workflows, support tools, and institutional knowledge. This is a fully remote role.

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 outcomes that meet mission and platform reliability requirements.
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, providing emergency support for self-managed customers in restricted and compliance-focused environments.
Review applications and assessments and participate in interviews and hiring decision discussions.

Requirements

Must be a United States citizen due to government security requirements.
Experience managing customer-facing cases throughout the 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, 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.
Skill in creating and maintaining 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, and eligibility to work on United States federal customer environments.

Team

The 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 deployments. The team collaborates asynchronously across time zones through pairing and discussion, supporting secure, air-gapped, and FedRAMP environments.