Support Engineer, U.S. Government Support
The Support Engineer troubleshoots GitLab deployments for U.S. government and public-sector customers in secure, air-gapped, and regulated environments. The role combines Linux systems investigation, scripting, GitLab internals, customer support, documentation, automation, and cross-functional engineering collaboration.
About the job
Responsibilities
- Collaborate with public sector customers, including U.S. government agencies and intelligence organizations, to diagnose, troubleshoot, and resolve complex GitLab deployment issues in secure and constrained environments.
- Investigate logs, system performance, application behavior, infrastructure, and code paths using Linux command-line tools and GitLab internals.
- Identify root causes, recommend mitigations, and drive durable fixes with Product, Development, and Infrastructure teams.
- Create and maintain reusable technical documentation and support content.
- Participate in pairing sessions, cross-functional knowledge sharing, and support-process improvements.
- Build and refine internal support tools, automation, and troubleshooting utilities.
- Participate in weekday and weekend on-call rotations for self-managed customers.
- Review applications and assessments and participate in interviews and hiring decisions.
Requirements
- United States citizenship and eligibility to work on United States federal customer environments.
- Experience managing customer-facing support cases through triage, reproduction, escalation, and resolution.
- Strong Linux systems administration and troubleshooting skills.
- Familiarity with AI/LLM developer tooling and gateway architectures, including deployment and troubleshooting in self-managed or air-gapped environments.
- Scripting experience, preferably with Ruby or Bash, and familiarity with model-view-controller frameworks, preferably Ruby on Rails.
- Practical experience with Git and CI/CD workflows.
- Ability to create clear technical documentation and explain complex technical topics empathetically.
- Familiarity with DevOps practices and container orchestration technologies such as OpenShift and Kubernetes.
- Understanding of information security and compliance concepts and controls, including DISA STIG and SELinux.
Compensation
- Base salary: $95,200–$160,800 USD for residents of the United States.
- The range excludes bonuses, equity, and benefits.
Skills
Linux, Ruby, Bash, Ruby on Rails, Git, CI/CD, Openshift, Kubernetes, Disa Stig, Selinux, FedRAMP, Ai/Llm Tooling, Chatops
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