engineering
Posted 1 weeks agoSupport Engineer, U.S. Government Support
at GitLab
United StatesRemote
Responsibilities
- Collaborate closely with public sector customers, including U.S. government agencies, the Department of War, and Intelligence Community organizations, to diagnose, troubleshoot, and resolve complex issues in GitLab deployments operating under strict security, compliance, and operational constraints.
- Perform deep, 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.
- Create and update clear, reusable documentation and support content based on real customer interactions to improve self-service and reduce repeated issues.
- Support the growth of the team by reviewing applications and assessments, and participating in interviews and hiring decision discussions. What you’ll bring
- Government Support Engineering team partners with public sector organizations and United States government agencies to support GitLab in highly secure, mission-critical environments.
Requirements
- GitLab is the intelligent orchestration platform for DevSecOps.
- The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact.
- In this role, you will engage deeply with GitLab through the command line; analyzing logs, system behavior, and application performance with strong Linux fundamentals and an understanding of how GitLab’s components interact end-to-end.
- Beyond resolving individual cases, you’ll help strengthen GitLab by improving documentation, support workflows, and institutional knowledge, ensuring that lessons learned in highly regulated environments benefit the broader platform; all while working in a fully remote, highly collaborative environment built on trust, autonomy, and shared ownership.
- 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, with the ability to troubleshoot performance and configuration issues in complex environments
- Familiarity with AI/LLM-powered developer tooling and gateway architectures (for example GitLab Duo, AI gateway configurations, or similar model-serving/proxy layers), including how they're deployed and troubleshot 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) to investigate and resolve issues Practical
- experience with Git and continuous integration/continuous delivery (CI/CD) workflows
- Skill in creating and maintaining clear, accurate support content and technical documentation
- Ability to explain complex technical topics in a clear, empathetic way to customers and coworkers with varying technical backgrounds
- Familiarity with DevOps practices and container-orchestration technologies such as OpenShift and Kubernetes
- Understanding of common information security and compliance concepts and controls (for example DISA STIG and SELinux), and eligibility to work on United States federal customer environments as required for this role About the team
- Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification.
- If you have a disability or special need that requires accommodation , please let us know during the recruiting process .
Benefits
- The base salary range for this role’s listed level is currently for residents of the United States only.
- This range is intended to reflect the role's base salary rate in locations throughout the US. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, alignment with market data, and geographic location. The base salary range does not include any bonuses, equity, or benefits.
- benefits and equity . Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.
- United States Salary Range $95,200 — $160,800 USD How GitLab Supports Full-Time Employees •
- Flexible Paid Time Off
- Equity Compensation & Employee Stock Purchase Plan
- Growth and Development Fund
- Parental Leave
Contact
- A functionality to ChatOps to make it easier to identify user accounts on GitLab.com What you’ll do
Additional details
- More than 50 million registered users and more than 50% of the Fortune 100
- trust GitLab to ship better, more secure software faster.
- GitLab is where careers accelerate, innovation flourishes, and every voice is valued.
- Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems.
- Co-create the future with us as we build technology that transforms how the world develops software.
- Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license.
- Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025.
- Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab.
- Government Support Engineering team, you operate at the critical intersection of Support and Engineering, enabling public sector organizations and United States government agencies to run GitLab in some of the most secure and constrained environments in the world.
- Your work directly supports national security missions, including customers operating within FedRAMP-authorized, air-gapped, and classified or semi-classified environments where traditional troubleshooting approaches are not always possible.