Support Engineer, U.S. Government Support

This is a remote role as a Support Engineer on the U.S. Government Support Engineering team at GitLab, operating at the critical intersection of Support and Engineering. You will enable public sector organizations and United States government agencies to run GitLab in highly secure and constrained environments.

Your work will directly support national security missions, including customers operating within FedRAMP-authorized, air-gapped, and classified or semi-classified environments. You will engage deeply with GitLab through the command line, analyzing logs, system behavior, and application performance with strong Linux fundamentals.

Responsibilities:

• Collaborate with public sector customers, including U.S. government agencies, to diagnose, troubleshoot, and resolve complex issues in GitLab deployments.
• Perform deep technical investigations using Linux command-line tooling and GitLab internals.
• Create and update clear, reusable documentation and support content.
• Participate in regular pairing sessions with other Support Engineers and act as a stable counterpart to cross-functional teams.
• Contribute to building and refining internal support tools and workflows.
• Participate in weekday and weekend on-call rotations, providing timely emergency support.
• Support the growth of the team by reviewing applications and assessments.

Requirements:

• U.S. Citizenship due to government security requirements.
• Experience managing customer-facing cases across the full support lifecycle.
• Strong Linux systems administration knowledge.
• Familiarity with AI/LLM-powered developer tooling and gateway architectures.
• Ability to use scripting languages and work within model-view-controller frameworks.
• 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 in a clear, empathetic way.
• Familiarity with DevOps practices and container-orchestration technologies.
• Understanding of common information security and compliance concepts and controls.

The base salary range for this role is $95,200-$160,800 USD.