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 Intelligence Community organizations, to identify, troubleshoot, and resolve intricate GitLab deployment challenges.

• Conduct in-depth technical investigations utilizing Linux command-line tools and GitLab internals to assess logs, system performance, and application behavior.

• Trace issues across infrastructure, application, and code paths to determine root causes, propose mitigations, and implement lasting solutions.

• Work in partnership with Product, Development, Infrastructure, and other cross-functional teams.

• Develop and revise reusable documentation and support materials.

• Engage in regular pairing sessions and serve as a consistent partner to cross-functional teams.

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

• Participate in weekday and weekend on-call rotations, offering emergency support for self-managed customers.

• Review applications and assessments, engage in interviews, and contribute to hiring decisions.

⛳️ Requirements

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

• Experience 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, including troubleshooting performance and configuration issues within complex environments.

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

• Proficiency in scripting languages, preferably Ruby or Bash.

• Ability to work within model-view-controller frameworks, ideally Ruby on Rails.

• Practical experience with Git and CI/CD workflows.

• Skill in creating and maintaining clear, precise support content and technical documentation.

• Capability to articulate complex technical subjects clearly and empathetically.

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

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

• Eligibility to work in United States federal customer environments as required for this position.

• Ability to work overnight hours from 12:00am–7:00am EST.

• Willingness to participate in weekday and weekend on-call rotations.

🏝️ Benefits

• Benefits designed to enhance 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.