Support Engineer, U.S. Government Support - GitLab

Role Overview

As a Support Engineer on the U.S. Government Support Engineering team, you will operate at the intersection of Support and Engineering. You will enable public sector organizations and U.S. government agencies to run GitLab in highly secure, constrained, and air-gapped environments. Your work directly supports national security missions by troubleshooting complex issues where traditional telemetry may be limited.

What You’ll Do

• Technical Investigation: Perform deep, hands-on analysis using Linux command-line tools and GitLab internals to resolve issues in restricted environments.
• Cross-Functional Collaboration: Partner with Product, Development, and Infrastructure teams to reproduce edge-case defects and contribute directly to the product via merge requests.
• Documentation: Create and maintain clear, reusable support content to improve self-service and institutional knowledge.
• Tooling: Build and refine internal support tools, automation, and troubleshooting utilities.
• On-Call: Participate in weekday and weekend on-call rotations to provide emergency support for self-managed customers.
• Mentorship: Participate in pairing sessions and assist in hiring processes to support team growth.

What You’ll Bring

• Citizenship: Must be a United States Citizen (required for government security compliance).
• Technical Expertise: Strong Linux systems administration skills and experience with Git and CI/CD workflows.
• Development Skills: Ability to use scripting languages (Ruby or Bash) and work within MVC frameworks (Ruby on Rails).
• Domain Knowledge: Familiarity with DevOps practices, container orchestration (Kubernetes/OpenShift), and security controls (DISA STIG, SELinux).
• AI/LLM Familiarity: Understanding of AI-powered developer tooling and gateway architectures (e.g., GitLab Duo).
• Communication: Ability to explain complex technical topics clearly to customers and internal stakeholders.

Benefits

• Flexible Paid Time Off
• Equity Compensation & Employee Stock Purchase Plan
• Growth and Development Fund
• Comprehensive health, financial, and well-being benefits
• Parental Leave