GitLab

Support Engineer – Government Support

GitLab

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $75,600 - $162,000 per year

Tech Stack

KubernetesLinuxOpenShiftRubyRuby on Rails

About the role

  • 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.

Requirements

  • Due to government security requirements, you must be a United States Citizen
  • 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
  • Ability to use scripting languages (preferably Ruby or Bash) and work within model-view-controller frameworks (preferably Ruby on Rails)
  • 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)
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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Linux administrationscripting languagesRubyBashRuby on RailsGitCI/CDtechnical documentationDevOps practicescontainer orchestration
Soft Skills
collaborationtroubleshootingcommunicationempathyknowledge sharingproblem-solvingcustomer supportteam growthdocumentation skillsinterpersonal skills