Support Engineer US Government
Job Summary
As a Support Engineer for U.S. Government Support, you will work at the intersection of Support and Engineering to maintain GitLab in highly secure, constrained environments. You will troubleshoot complex technical issues for public sector clients using deep Linux, Git, and CI/CD expertise. The role involves hands-on investigation, code-level analysis, and collaboration across teams to ensure mission-critical reliability.
Responsibilities
- Diagnose and resolve complex technical issues for U.S. government clients.
- Perform deep-dive investigations using Linux command-line tools.
- Collaborate with Engineering to develop code-level fixes and automations.
- Create and maintain technical documentation and support workflows.
- Participate in on-call rotations for mission-critical support.
Required Skills
- U.S. Citizenship
- Expert-level Linux administration
- Ruby/Bash scripting and Ruby on Rails
- Git and CI/CD proficiency
- Kubernetes and OpenShift familiarity
- Information security and compliance knowledge (FedRAMP/STIG)
Job Details
### Role Overview
As a Support Engineer on our U.S. Government Support Engineering team, you operate at the critical intersection of Support and Engineering, enabling public sector organizations and United States government agencies to run GitLab in some of the most secure and constrained environments in the world. Your work directly supports national security missions, including customers operating within FedRAMP-authorized, air-gapped, and classified or semi-classified environments.
### Responsibilities
- 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.
- Perform deep, hands-on technical investigations using Linux command-line tooling and GitLab internals to analyze logs, system performance, and application behavior.
- Trace issues across infrastructure, application, and code paths to identify root causes and drive durable fixes.
- Create and update clear, reusable documentation and support content based on real customer interactions.
- Participate in regular pairing sessions with other Support Engineers and act as a stable counterpart to cross-functional teams.
- Contribute to building and refining internal support tools and workflows, including automation and troubleshooting utilities.
- Participate in weekday and weekend on-call rotations for emergency support in restricted environments.
- Support the growth of the team by reviewing applications and participating in interviews.
### Requirements
- Must be a United States Citizen due to government security requirements.
- Experience managing customer-facing cases across the full support lifecycle.
- Strong Linux systems administration knowledge.
- Familiarity with AI/LLM-powered developer tooling and gateway architectures.
- Ability to use scripting languages (preferably Ruby or Bash) and work within MVC frameworks (preferably Ruby on Rails).
- Practical experience with Git and CI/CD workflows.
- Skill in creating and maintaining clear, accurate technical documentation.
- Ability to explain complex technical topics to customers 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 (e.g., DISA STIG and SELinux).