Support Engineer, U.S. Government Support
An overview of this role
As a Support Engineer on our U.S. Government Support Engineering team, you sit at the point where Support and Engineering meet. You’ll help public sector organizations and United States government agencies run GitLab in complex, highly constrained environments, often with limited logs, sanitized data, or an inability to screenshare. In a single day, you might act as a Linux administrator using tools like strace to troubleshoot performance issues, a partner to Product and Engineering to reproduce and document edge-case bugs, and a contributor to our codebase by opening a merge request to fix a customer-impacting problem. You’ll also improve our documentation and support processes so that every interaction helps make GitLab better for all users, working in an all-remote, highly collaborative environment where everyone can contribute.
Some examples of our projects:
A solution to capture the state of a customer’s server for easier troubleshooting
A functionality to ChatOps to make it easier to identify user accounts on GitLab.com
What you’ll do
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.
What you’ll bring
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
About the team
At GitLab Federal, LLC, we in the U.S. Government Support Engineering team, partner with public sector organizations and United States government agencies through the US Federal Support portal to support, maintain, and resolve issues in their GitLab environments. We sit within Support Engineering and work closely with Product, Development, Infrastructure, Customer Success, and Sales, often digging into code and logs to understand why something is not working as expected. We collaborate asynchronously across time zones and also connect through regular pairing sessions, 1:1s, coffee chats, and Slack conversations to solve complex problems together. We focus on the unique challenges of highly regulated and restricted environments, such as working with sanitized or redacted troubleshooting details, limited access to screenshots or screensharing, and strict compliance requirements, while maintaining GitLab’s standards for transparency and thorough, high-quality support. For more on how we work, see Support Team Handbook.
The base salary range for this role’s listed level is currently for residents of the United States only. This range is intended to reflect the role's base salary rate in locations throughout the US. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, alignment with market data, and geographic location. The base salary range does not include any bonuses, equity, or benefits. See more information on our benefits and equity. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.
United States Salary Range
$75,600—$162,000 USD
About the job
Apply for this position
Support Engineer, U.S. Government Support
An overview of this role
As a Support Engineer on our U.S. Government Support Engineering team, you sit at the point where Support and Engineering meet. You’ll help public sector organizations and United States government agencies run GitLab in complex, highly constrained environments, often with limited logs, sanitized data, or an inability to screenshare. In a single day, you might act as a Linux administrator using tools like strace to troubleshoot performance issues, a partner to Product and Engineering to reproduce and document edge-case bugs, and a contributor to our codebase by opening a merge request to fix a customer-impacting problem. You’ll also improve our documentation and support processes so that every interaction helps make GitLab better for all users, working in an all-remote, highly collaborative environment where everyone can contribute.
Some examples of our projects:
A solution to capture the state of a customer’s server for easier troubleshooting
A functionality to ChatOps to make it easier to identify user accounts on GitLab.com
What you’ll do
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.
What you’ll bring
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
About the team
At GitLab Federal, LLC, we in the U.S. Government Support Engineering team, partner with public sector organizations and United States government agencies through the US Federal Support portal to support, maintain, and resolve issues in their GitLab environments. We sit within Support Engineering and work closely with Product, Development, Infrastructure, Customer Success, and Sales, often digging into code and logs to understand why something is not working as expected. We collaborate asynchronously across time zones and also connect through regular pairing sessions, 1:1s, coffee chats, and Slack conversations to solve complex problems together. We focus on the unique challenges of highly regulated and restricted environments, such as working with sanitized or redacted troubleshooting details, limited access to screenshots or screensharing, and strict compliance requirements, while maintaining GitLab’s standards for transparency and thorough, high-quality support. For more on how we work, see Support Team Handbook.
The base salary range for this role’s listed level is currently for residents of the United States only. This range is intended to reflect the role's base salary rate in locations throughout the US. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, alignment with market data, and geographic location. The base salary range does not include any bonuses, equity, or benefits. See more information on our benefits and equity. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.
United States Salary Range
$75,600—$162,000 USD