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Support Engineer, U.S. Government Support

2 hours, 43 minutes ago
United States
Full-time
Senior
Technical Support Engineer
Customer and Technical Support
Bash CI/CD Git GitLab Kubernetes Linux OpenShift Ruby Ruby on Rails
Apply Now
GitLab

GitLab

GitLab: The comprehensive DevOps platform revolutionizing software development with automation, AI workflows, and essential tools for efficient collaboration.

Internet Software & Services
1K-5K
Founded 2014
View All Jobs 179

Description

  • Collaborate with U.S. government and public sector customers to diagnose, troubleshoot, and resolve complex GitLab deployment issues.
  • Perform deep technical investigations using Linux command-line tools, logs, system behavior, and application performance data to identify root causes.
  • Trace issues across infrastructure, application, and code paths and recommend mitigations and durable fixes.
  • Partner with Product, Development, and Infrastructure teams to reproduce, document, and resolve customer-impacting defects.
  • Create and maintain clear, reusable support documentation and knowledge content based on customer cases.
  • Participate in pairing sessions and serve as a stable counterpart to cross-functional teams to share knowledge and improve support processes.
  • Build and refine internal support tools, automation, and troubleshooting workflows to improve efficiency.
  • Provide timely emergency support through weekday and weekend on-call rotations.
  • Support team growth by reviewing applications and assessments and participating in interviews and hiring discussions.

Requirements

  • Must be a United States citizen due to government security requirements.
  • Experience managing customer-facing support cases through triage, reproduction, escalation, and resolution.
  • Strong Linux systems administration knowledge and ability to troubleshoot performance and configuration issues in complex environments.
  • Ability to use scripting languages, preferably Ruby or Bash.
  • Experience working within model-view-controller frameworks, preferably Ruby on Rails.
  • Practical experience with Git and CI/CD workflows.
  • Ability to create and maintain clear, accurate support content and technical documentation.
  • Ability to explain complex technical topics clearly and empathetically to people 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, and eligibility to work in U.S. federal customer environments.
  • Experience with air-gapped, FedRAMP-authorized, or otherwise highly restricted environments is strongly relevant.

Benefits

  • United States salary range of $75,600 to $162,000 USD.
  • Benefits to support health, finances, and well-being.
  • Flexible Paid Time Off.
  • Equity compensation and an Employee Stock Purchase Plan.
  • Growth and Development Fund.
  • Parental leave.
  • Home office support.
  • Remote work with global hiring flexibility, subject to location-based eligibility requirements.

Interested in this position?

Apply directly on the company website

Apply Now

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