Support Engineer (U.S. Government Support)

Join GitLab as a Support Engineer on our U.S. Government Support Engineering team. In this role, you will work at the intersection of support and engineering, helping public sector organizations and U.S. government agencies run GitLab in secure and constrained environments. You will engage deeply with GitLab through the command line, analyze logs, system behavior, and application performance, and collaborate closely with public sector customers to diagnose and resolve complex issues. Additionally, you will contribute to improving documentation, support workflows, and institutional knowledge. This is a fully remote position with a focus on trust, autonomy, and shared ownership.

• Collaborate closely with public sector customers, including U.S. government agencies, to diagnose, troubleshoot, and resolve complex issues in GitLab deployments.
• Perform deep, hands-on technical investigations using Linux command-line tooling and GitLab internals to analyze logs, system performance, and application behavior.
• Create and update clear, reusable documentation and support content based on real customer interactions to improve self-service and reduce repeated issues.
• 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
• Ability to explain complex technical topics in a clear, empathetic way to customers and coworkers with varying technical backgrounds
• 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
• Strong Linux systems administration knowledge, with the ability to troubleshoot performance and configuration issues in complex environments
• 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
• Familiarity with DevOps practices and container-orchestration technologies such as OpenShift and Kubernetes
• 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
• Skill in creating and maintaining clear, accurate support content and technical documentation
• Practical experience with Git and continuous integration/continuous delivery (CI/CD) workflows