Support Engineer – U.S. Government

Job not on LinkedIn

🔥 0 minutes ago

🗽 New York – Remote

🗽 New York – Remote

💵 $95.2k - $160.8k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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GitLab

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2014

🤖 Artificial Intelligence

🏢 Enterprise

☁️ SaaS

💰 Secondary Market on 2020-11

Artificial Intelligence • Enterprise • SaaS

GitLab is the most comprehensive AI-powered DevSecOps platform, offering tools for automated software delivery, security, and compliance throughout the software development lifecycle. It provides solutions across areas such as AI-assisted development, continuous integration/continuous deployment (CI/CD), source code management, and vulnerability management. GitLab aims to simplify and accelerate software delivery by uniting development, security, and operations on a unified platform. It is particularly recognized for its AI code assistants and has been named a leader in the Gartner Magic Quadrant™ for DevOps Platforms, making it a preferred choice for many enterprises.

📋 Description

• Collaborate closely with public sector customers, including U.S. government agencies, the Department of War, and Intelligence Community organizations, to diagnose, troubleshoot, and resolve complex issues in GitLab deployments operating under strict security, compliance, and operational constraints. • Perform deep, hands-on technical investigations using Linux command-line tooling 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 identify root causes, recommend mitigations, and drive durable fixes; frequently partnering with GitLab Product, Development, and Infrastructure teams to ensure outcomes that meet both mission and platform reliability requirements. • 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.

🎯 Requirements

• Due 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 position • Experience managing customer-facing cases across the full support lifecycle, from initial inquiry and triage through reproduction, escalation, and resolution • Strong Linux systems administration knowledge, with the ability to troubleshoot performance and configuration issues in complex environments • Familiarity with AI/LLM-powered developer tooling and gateway architectures (for example GitLab Duo, AI gateway configurations, or similar model-serving/proxy layers), including how they're deployed and troubleshot in self-managed or air-gapped environments • Ability to use scripting languages (preferably Ruby or Bash) and work within model-view-controller frameworks (preferably Ruby on Rails) to investigate and resolve issues • Practical experience with Git and continuous integration/continuous delivery (CI/CD) workflows • Skill in creating and maintaining clear, accurate support content and technical documentation • Ability to explain complex technical topics in a clear, empathetic way 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 (for example DISA STIG and SELinux), and eligibility to work on United States federal customer environments as required for this role

🏖️ Benefits

• Benefits to support your health, finances, and well-being • Flexible Paid Time Off • Team Member Resource Groups • Equity Compensation & Employee Stock Purchase Plan • Growth and Development Fund • Parental Leave