Support Engineer, U.S. Government Support

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

Collaborate closely with public sector customers, including U.S. government agencies, the Department of War, and Intelligence Community organizations, to diagnose, troubleshoot, and resolve complex issues in GitLab deployments operating under strict security, compliance, and operational constraints.

Perform deep, hands-on technical investigations using Linux command-line tooling and GitLab internals to analyze logs, system performance, and application behavior, often with limited telemetry or incomplete datasets. You will trace issues across infrastructure, application, and code paths to identify root causes, recommend mitigations, and drive durable fixes; frequently partnering with GitLab Product, Development, and Infrastructure teams to ensure outcomes that meet both mission and platform reliability requirements.

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

At GitLab Federal, LLC, the U.S. Government Support Engineering team partners with public sector organizations and United States government agencies to support GitLab in highly secure, mission-critical environments. Our work directly enables national security outcomes, supporting customers across the Intelligence Community, Department of War, and other federal, state, and local government entities operating within regulated and restricted boundaries.

We are embedded within Support Engineering and work closely with Product, Development, Infrastructure, Customer Success, and Sales to solve complex, high-impact technical challenges. Our team frequently dives into code, logs, and architectural behavior to understand not just what is failing, but why; especially in environments with sanitized data, limited visibility, and strict compliance controls such as FedRAMP. We collaborate asynchronously across time zones and through structured pairing and discussion to share knowledge, strengthen solutions, and continuously improve how GitLab supports secure, air-gapped, and regulated deployments, while upholding GitLab's standards for rigor, transparency, and technical excellence.

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