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Salary: USD 95,200 - 160,800 / annual
GitLab is seeking a Support Engineer for its U.S. Government Support Engineering team. This is an overnight shift role (12:00am–7:00am EST) supporting public sector organizations and U.S. government agencies running GitLab in highly secure, mission-critical environments including FedRAMP-authorized, air-gapped, and classified/semi-classified settings.
You will operate at the intersection of Support and Engineering, engaging deeply with GitLab through command-line analysis, log investigation, system behavior troubleshooting, and application performance analysis. Your work directly enables national security missions across the Intelligence Community, Department of War, and other federal entities. You may partner with Product and Engineering teams to reproduce edge-case defects using sanitized data, contribute directly to the product via merge requests, and help strengthen GitLab by improving documentation, support workflows, and institutional knowledge.
Key responsibilities include:
- Collaborating closely with government agencies to diagnose, troubleshoot, and resolve complex GitLab deployment issues under strict security and compliance constraints
- Performing deep technical investigations using Linux command-line tooling and GitLab internals to analyze logs, performance, and application behavior, often with limited telemetry
- Creating and updating clear, reusable documentation and support content based on customer interactions
- Participating in regular pairing sessions with other Support Engineers and acting as a stable counterpart to cross-functional teams
- Contributing to internal support tools, workflows, automation, and troubleshooting utilities
- Participating in weekday and weekend on-call rotations for emergency support
- Supporting team growth through application review, assessments, interviews, and hiring discussions
The team is embedded within Support Engineering and works closely with Product, Development, Infrastructure, Customer Success, and Sales to solve complex, high-impact technical challenges in regulated and restricted environments.
REQUIREMENTS:
- Must be a United States Citizen (by law, birth, or naturalization) due to government security requirements
- Experience managing customer-facing cases across the full support lifecycle (inquiry, triage, reproduction, escalation, resolution)
- Strong Linux systems administration knowledge with ability to troubleshoot performance and configuration issues in complex environments
- Familiarity with AI/LLM-powered developer tooling and gateway architectures (e.g., GitLab Duo, AI gateway configurations, model-serving/proxy layers) in self-managed or air-gapped environments
- Ability to use scripting languages (preferably Ruby or Bash) and work within MVC frameworks (preferably Ruby on Rails) to investigate and resolve issues
- Practical experience with Git and CI/CD workflows
- Skill in creating and maintaining clear, accurate support content and technical documentation
- Ability to explain complex technical topics clearly and empathetically 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 (e.g., DISA STIG, SELinux) and eligibility to work on U.S. federal customer environments
