Support Engineer, U.S. Government Support

GitLabDevSecOps software

Location: Remote, United States, 12:00am - 7:00am ESTFull-Time

Salary95,200 - 160,800 USD per year

Apply NowOpens the employer's application page

Job Details

Experience managing customer-facing cases throughout the support lifecycle, from initial inquiry and triage through reproduction, escalation, and resolution.
Strong Linux systems administration knowledge, including troubleshooting performance and configuration issues in complex environments.
Familiarity with AI/LLM-powered developer tooling and gateway architectures, including deployment and troubleshooting in self-managed or air-gapped environments.
Ability to use 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.
Skill in creating and maintaining clear, accurate support content and technical documentation.
Ability to explain complex technical topics clearly and empathetically to customers and coworkers with varying technical backgrounds.
Familiarity with DevOps practices and container-orchestration technologies such as OpenShift and Kubernetes.
Understanding of information security and compliance concepts and controls, such as DISA STIG and SELinux.
Availability to work the overnight shift, 12:00am–7:00am EST, and participate in weekday and weekend on-call rotations.

Collaborate with public sector customers, including U.S. government agencies, to diagnose, troubleshoot, and resolve complex GitLab deployment issues.
Investigate logs, system performance, and application behavior using Linux command-line tooling and GitLab internals.
Trace issues across infrastructure, application, and code paths to identify root causes and recommend mitigations.
Partner with Product, Development, and Infrastructure teams to drive durable fixes.
Create and update reusable documentation and support content based on customer interactions.
Pair with other Support Engineers and share knowledge with cross-functional teams to improve support processes.
Build and refine internal support tools and workflows, including automation and troubleshooting utilities.
Participate in weekday and weekend on-call rotations for self-managed customers in restricted environments.
Review applications and assessments and participate in interviews and hiring discussions.

View Full Description & ApplyYou'll be redirected to the employer's site