GitLab · 11 hours ago
Support Engineer, U.S. Government Support
United States
Full-time
Remote
Mid Level
$76K/yr - $162K/yrGitLab is an open-core software company that develops an AI-powered DevSecOps Platform, and they are seeking a Support Engineer to assist U.S. Government agencies in managing GitLab in complex environments. The role involves troubleshooting, collaborating with various teams, and improving documentation and support processes.
Cloud SecurityDeveloper ToolsDevOpsOpen SourceSaaS
No H1B
U.S. Citizen Only
Responsibilities
Collaborate with public sector organizations and United States government agencies to support, maintain, and resolve complex issues in their GitLab environments using tools like Zendesk, email, merge requests, and video conferencing
Troubleshoot customer environments as a hands-on Linux administrator, digging into logs, system performance, and the GitLab codebase to identify and remediate root causes
Partner with Product, Development, Infrastructure, Customer Success, and Sales teams to clarify bug reports, shape product improvements, and contribute merge requests that address customer-impacting issues
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
Qualification
Required
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
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
Home office support
Company
GitLab
GitLab is a web-based Git repository manager that offers a variety of features for software development teams.
Founded in 2014
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$413.5MKey Investors
ICONIQ GrowthGoogle VenturesAugust Capital
2021-10-14IPO
2019-09-17Series E· $268M
2018-09-19Series D· $100M
Leadership Team
Bill Staples
Chief Executive Officer
Sytse Sijbrandij
Co-founder and Executive Chair
Recent News
2026-01-24
2026-01-23
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