Support Engineer, U.S. Government Support

About this role

GitLab seeks a Support Engineer to serve U.S. government and public sector customers operating GitLab in highly secure, air-gapped, and classified environments. You'll perform deep technical investigations using Linux and GitLab internals, collaborate with Product and Engineering teams to resolve complex issues, and contribute to documentation and institutional knowledge that benefits the broader platform.

What you'll do

• Troubleshoot and resolve complex GitLab issues for U.S. government agencies and Department of Defense customers in restricted, FedRAMP-authorized environments
• Perform hands-on Linux command-line diagnostics and log analysis to trace root causes across infrastructure, application, and code layers
• Partner with Product, Development, and Infrastructure teams to reproduce edge-case defects and contribute fixes via merge requests
• Create and maintain clear documentation and support content based on customer interactions to improve self-service capabilities
• Participate in pairing sessions with other Support Engineers and act as a stable counterpart to cross-functional teams
• Develop and improve support tooling and workflows to strengthen GitLab's platform reliability

What they're looking for

• Advanced Linux command-line and system administration
• GitLab architecture and component interactions
• Log analysis and system troubleshooting
• Technical documentation writing
• Application performance analysis
• Collaboration and cross-functional communication
• Problem-solving in constrained/regulated environments
• Scripting or coding ability (demonstrated by merge requests)