Support Engineer – U.S. Government

This is a fully remote position, open to applicants in United States.

📋 Description

• Collaborate with public sector clients, including U.S. government agencies, the Department of War, and organizations within the Intelligence Community, to identify, troubleshoot, and resolve intricate GitLab deployment challenges.

• Conduct thorough technical investigations utilizing Linux command-line tools and GitLab's internal mechanisms.

• Examine logs, system performance, and application behavior even in the presence of limited telemetry or incomplete datasets.

• Trace issues through infrastructure, application, and code paths to uncover root causes, suggest mitigations, and implement lasting solutions.

• Collaborate with Product, Development, Infrastructure, and other cross-functional teams.

• Create and update reusable documentation and support materials.

• Engage in pairing sessions and serve as a reliable counterpart to cross-functional teams.

• Develop and enhance internal support tools and workflows, including automation and troubleshooting utilities.

• Take part in on-call rotations during weekdays and weekends.

• Review applications and assessments, participate in interviews, and aid in hiring decisions.

⛳️ Requirements

• Must be a United States Citizen to qualify for this position.

• Experience in managing customer-facing cases throughout the complete support lifecycle, from initial inquiry and triage to reproduction, escalation, and resolution.

• Strong knowledge of Linux systems administration.

• Familiarity with AI/LLM-powered developer tools and gateway architectures, including deployment and troubleshooting in self-managed or air-gapped environments.

• Proficiency in scripting languages, ideally Ruby or Bash.

• Ability to 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.

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

• Understanding of information security and compliance concepts and controls, such as DISA STIG and SELinux.

• Eligibility to work on United States federal customer environments.

🏝️ Benefits

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

• Flexible Paid Time Off.

• Team Member Resource Groups.

• Equity Compensation & Employee Stock Purchase Plan.

• Growth and Development Fund.

• Parental Leave.

• Fully remote work.