Support Engineer, U.S. Government Support

Details

GitLab is seeking a Support Engineer to join its U.S. Government Support Engineering team. This fully remote, overnight-shift 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. Working hours are 12:00 a.m. to 7:00 a.m. EST.

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.
• Investigate Linux systems, logs, system performance, application behavior, infrastructure, and code paths using command-line tooling and GitLab internals.
• Identify root causes, recommend mitigations, and drive durable fixes while partnering with Product, Development, and Infrastructure teams.
• Reproduce and document edge-case defects using sanitized or redacted data, and contribute merge requests that resolve customer-impacting issues.
• Create and update reusable technical documentation and support content.
• Participate in pairing sessions and act as a stable counterpart to cross-functional teams.
• Build and improve internal support tools, automation, troubleshooting utilities, and workflows.
• Participate in weekday and weekend on-call rotations for self-managed customers operating 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 support cases through the full lifecycle, from inquiry and triage through reproduction, escalation, and resolution.
• Strong Linux systems administration and troubleshooting skills, including 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 technical documentation and support content.
• Ability to explain complex technical topics clearly and empathetically to people with different 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 U.S. federal customer environments.

Team

The U.S. Government Support Engineering team works with public sector organizations and government agencies in secure, mission-critical environments. The team collaborates with Support Engineering, Product, Development, Infrastructure, Customer Success, and Sales to investigate code, logs, and architectural behavior in environments with sanitized data, limited visibility, and strict compliance controls such as FedRAMP.

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.