Support Engineer, U.S. Government Support - GitLab

About GitLab

GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100 trust GitLab to ship better, more secure software faster.

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.

Overview

This is an overnight shift role with working hours of 12:00am - 7:00am EST.

As a Support Engineer on our U.S. 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.

What You'll Do

• 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.
• Participate in regular pairing sessions with other Support Engineers and act as a stable counterpart to cross-functional teams to share knowledge and improve support processes.
• Contribute to building and refining internal support tools and workflows, including automation and troubleshooting utilities.
• Participate in weekday and weekend on-call rotations, providing timely emergency support for self-managed customers operating in restricted environments.
• Support the growth of the team by reviewing applications, assessments, and participating in interviews.

What You'll Bring

• U.S. Citizenship: Due to government security requirements, you must be a United States Citizen (defined as any individual who is a citizen of the United States by law, birth, or naturalization) to be eligible for this position.
• 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 (e.g., GitLab Duo, AI gateway configurations) 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 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 clearly 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 (e.g., DISA STIG and SELinux).

How GitLab Supports Full-Time Employees

• Benefits to support your health, finances, and well-being
• Flexible Paid Time Off
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and Development Fund
• Parental Leave