Support Engineer, U.S. Government Support
New
G
GitLabSoftware, DevSecOps
Location: Remote, United StatesFull-TimeMiddle
Salary95,200 - 160,800 USD per year
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Job Details
- Required Skills
- BashGitKubernetesRubyRuby on RailsCI/CDLinuxTechnical support
Requirements
- Strong Linux systems administration knowledge for performance and configuration troubleshooting.
- Experience managing customer-facing support cases across the full lifecycle.
- Proficiency with scripting languages, preferably Ruby or Bash.
- Ability to work within model-view-controller frameworks, preferably Ruby on Rails.
- Practical experience with Git and CI/CD workflows.
- Familiarity with DevOps practices and container-orchestration technologies like OpenShift and Kubernetes.
- Experience with AI/LLM-powered developer tooling and gateway architectures (e.g., GitLab Duo).
- Understanding of information security and compliance controls such as DISA STIG and SELinux.
- Ability to clearly explain complex technical topics to diverse technical audiences.
- Skill in creating accurate technical documentation and support content.
Responsibilities
- Collaborate with U.S. government agencies and public sector customers to troubleshoot GitLab deployments in secure, air-gapped, or classified environments.
- Perform hands-on technical investigations using Linux command-line tools and GitLab internals to identify root causes and implement durable fixes.
- Partner with Product and Engineering teams to reproduce and document edge-case defects, often contributing code directly to resolve issues.
- Create and maintain clear, reusable support documentation and content to improve customer self-service capabilities.
- Participate in weekday and weekend on-call rotations to provide emergency support for critical self-managed customer environments.
- Build and refine internal support automation tools and workflows to enhance diagnostic efficiency.
- Act as a stable counterpart to cross-functional teams and mentor team members through pairing sessions.
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