Support Engineer, U.S. Government Support at Gitlab

Gitlab

Remote, US·4d ago

Mid LevelFull-timeRailsKubernetesCI/CDGitAI

Salary Range

$102,000 - $138,000 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

About the Role

We are looking for a Support Engineer to join our U.S. Government Support Engineering team at GitLab. This role involves supporting public sector organizations and United States government agencies in running GitLab in complex, highly constrained environments. You will act as a Linux administrator, partner with Product and Engineering teams, and contribute to our codebase to fix customer-impacting problems.

Key Responsibilities

→Collaborate with public sector organizations and United States government agencies to support, maintain, and resolve complex issues in their GitLab environments
→Troubleshoot customer environments as a hands-on Linux administrator, digging into logs, system performance, and the GitLab codebase
→Partner with Product, Development, Infrastructure, Customer Success, and Sales teams to clarify bug reports and contribute merge requests
→Create and update clear, reusable documentation and support content based on real customer interactions
→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 participating in interviews

Requirements

✓United States Citizenship due to government security requirements
✓Experience managing customer-facing cases across the full support lifecycle
✓Strong Linux systems administration knowledge
✓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
✓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