Support Engineer, U.S. Government Support

GitLab is an open-core software company that develops the most comprehensive AI-powered DevSecOps Platform, used by more than 100,000 organizations. Our mission is to enable everyone to contribute to and co-create the software that powers our world. When everyone can contribute, consumers become contributors, significantly accelerating human progress. Our platform unites teams and organizations, breaking down barriers and redefining what's possible in software development. Thanks to products like Duo Enterprise and Duo Agent Platform, customers get AI benefits at every stage of the SDLC. 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. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software.An overview of this roleAs a Support Engineer on our U.S. Government Support Engineering team, you sit at the point where Support and Engineering meet. You’ll help public sector organizations and United States government agencies run GitLab in complex, highly constrained environments, often with limited logs, sanitized data, or an inability to screenshare. In a single day, you might act as a Linux administrator using tools like strace to troubleshoot performance issues, a partner to Product and Engineering to reproduce and document edge-case bugs, and a contributor to our codebase by opening a merge request to fix a customer-impacting problem. You’ll also improve our documentation and support processes so that every interaction helps make GitLab better for all users, working in an all-remote, highly collaborative environment where everyone can contribute.Some examples of our projects:A tool to quickly analyze strace outputA solution to capture the state of a customer’s server for easier troubleshootingA functionality to ChatOps to make it easier to identify user accounts on GitLab.comWhat you’ll doCollaborate with public sector organizations and United States government agencies to support, maintain, and resolve complex issues in their GitLab environments using tools like Zendesk, email, merge requests, and video conferencing.Troubleshoot customer environments as a hands-on Linux administrator, digging into logs, system performance, and the GitLab codebase to identify and remediate root causes.Partner with Product, Development, Infrastructure, Customer Success, and Sales teams to clarify bug reports, shape product improvements, and contribute merge requests that address customer-impacting issues.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 bringDue 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 positionExperience managing customer-facing cases across the full support lifecycle, from initial inquiry and triage through reproduction, escalation, and resolutionStrong Linux systems administration knowledge, with the ability to troubleshoot performance and configuration issues in complex environmentsAbility to use scripting languages (preferably Ruby or Bash) and work within model-view-controller frameworks (preferably Ruby on Rails) to investigate and resolve issuesPractical experience with Git and continuous integration/continuous delivery (CI/CD) workflowsSkill in creating and maintaining clear, accurate support content and technical documentationAbility to explain complex technical topics in a clear, empathetic way to customers and coworkers with varying technical backgroundsFamiliarity with DevOps practices and container-orchestration technologies such as OpenShift and KubernetesUnderstanding of common information security and compliance concepts and controls (for