GitLab
Support Engineer, U.S. Government Support
Remote Customer Success - PubSec role with clear candidate location fit.
PostedRecently added
Eligible countries1 accepted country
Seniority signalOpen level
Work settingRemote
Accepted candidate locations
USA
Role overview
Support Engineer, U.S. Government Support
Requirements and responsibilities
Readable role content extracted into sections for faster review.
Details
- A tool to quickly analyze strace output
- A solution to capture the state of a customer’s server for easier troubleshooting
- A functionality to ChatOps to make it easier to identify user accounts on GitLab.com
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. You will trace issues across infrastructure, application, and code paths to identify root causes, recommend mitigations, and drive durable fixes; frequently partnering with GitLab Product, Development, and Infrastructure teams to ensure outcomes that meet both mission and platform reliability requirements.
- 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, to make diagnosing and resolving issues more efficient.
- Participate in weekday and weekend on-call rotations, providing timely emergency support for self-managed customers operating in restricted and compliance-focused environments.
- Support the growth of the team by reviewing applications and assessments, and participating in interviews and hiring decision discussions.
What you’ll bring
- 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 (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
- 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
- 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 in a clear, empathetic way 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 (for example DISA STIG and SELinux), and eligibility to work on United States federal customer environments as required for this role
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
Similar roles
Keep a backup shortlist.
CI/CD 13 accepted countries
Senior Automation QA EngineerSubway EcommerceView role CI/CD 5 accepted countries
Senior/Lead QA Automation EngineerRadarfirstView role Kubernetes 13 accepted countries
Senior Backend Engineer (AdTech)Leap ToolsView role Kubernetes 13 accepted countries
Senior Backend EngineerLeap ToolsView role Stack
Use these tags to compare similar remote roles.
Location eligibility
Candidates should apply only when their profile country is listed here.
Your profileCountry not setSign in to check your country against this role.
Hiring flow
WithMira shows the role, then sends candidates to the company application.
1Check role fit, stack, and location eligibility in WithMira.
2Open the company application page from the tracked apply link.
3Save the role or subscribe for similar opportunities before leaving.