Support Engineer – U.S. Government

This is a fully remote position, open to applicants in New York.

📋 Description

• Work in close collaboration with public sector clients, including U.S. government agencies, the Department of War, and Intelligence Community organizations, to identify, troubleshoot, and resolve complex challenges in GitLab deployments that operate under stringent security, compliance, and operational standards.

• Conduct thorough, hands-on technical investigations utilizing Linux command-line tools 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 pinpoint root causes, recommend mitigations, and implement long-lasting fixes; frequently collaborating with GitLab Product, Development, and Infrastructure teams to ensure results that meet both mission and platform reliability standards.

• Develop and enhance clear, reusable documentation and support content based on actual customer interactions to facilitate self-service and minimize recurring issues.

• Engage in regular pairing sessions with fellow Support Engineers and serve as a reliable counterpart to cross-functional teams to share knowledge and enhance support processes.

• Assist in the development and refinement of internal support tools and workflows, including automation and troubleshooting utilities, to streamline the process of diagnosing and resolving issues.

• Participate in weekday and weekend on-call rotations, delivering timely emergency support for self-managed customers operating in restricted and compliance-oriented environments.

• Foster the team's growth by reviewing applications and assessments, and by taking part in interviews and discussions regarding hiring decisions.

⛳️ Requirements

• In accordance with government security protocols, 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 qualify for this position.

• Proven experience managing customer-facing cases throughout the entire support lifecycle, from initial inquiry and triage to reproduction, escalation, and resolution.

• Strong knowledge of Linux systems administration, with the ability to troubleshoot performance and configuration challenges in complex environments.

• Familiarity with AI/LLM-powered developer tools and gateway architectures (such as GitLab Duo, AI gateway configurations, or similar model-serving/proxy layers), including their deployment and troubleshooting in self-managed or air-gapped environments.

• Proficiency in scripting languages (preferably Ruby or Bash) and experience working within model-view-controller frameworks (preferably Ruby on Rails) to investigate and resolve issues.

• Practical knowledge of Git and continuous integration/continuous delivery (CI/CD) workflows.

• Ability to create and maintain clear, accurate support content and technical documentation.

• Skill in articulating complex technical subjects in a clear and empathetic manner to customers and colleagues with varying levels of technical expertise.

• Familiarity with DevOps practices and container orchestration technologies such as OpenShift and Kubernetes.

• A solid understanding of common information security and compliance concepts and controls (such as DISA STIG and SELinux), and eligibility to work on United States federal customer environments as necessary for this role.

🏝️ Benefits

• Benefits designed to support your health, finances, and overall well-being.

• Flexible Paid Time Off.

• Access to Team Member Resource Groups.

• Equity Compensation & Employee Stock Purchase Plan.

• Growth and Development Fund.

• Parental Leave.