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Support Engineer, U.S. Government Support

3 weeks, 6 days ago
United States
Full-time
Mid Level
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 47

Description

  • Diagnose and resolve complex GitLab issues for U.S. government and public-sector customers operating under strict security and compliance constraints.
  • Investigate logs, system performance, application behavior, infrastructure, and code paths using Linux command-line tools and GitLab internals.
  • Partner with Product, Development, Infrastructure, Customer Success, and Sales teams to reproduce defects, recommend mitigations, and deliver durable fixes.
  • Create and maintain technical documentation and support content based on customer interactions.
  • Develop and improve internal support tools, automation, troubleshooting utilities, and workflows.
  • Participate in pairing sessions and serve as a cross-functional stable counterpart to share knowledge and improve support processes.
  • Participate in weekday and weekend on-call rotations for restricted and compliance-focused customer environments.
  • Review candidate applications and assessments and participate in interviews and hiring decisions.

Requirements

  • U.S. citizenship and eligibility to work on U.S. federal customer environments.
  • Experience managing customer support cases from inquiry and triage through reproduction, escalation, and resolution.
  • Strong Linux systems administration and troubleshooting skills, including performance and configuration analysis.
  • Familiarity with AI/LLM developer tooling and gateway architectures, including deployment and troubleshooting in self-managed or air-gapped environments.
  • Ability to script in Bash or Ruby and investigate issues within MVC frameworks such as Ruby on Rails.
  • Practical experience with Git and CI/CD workflows.
  • Experience creating and maintaining clear technical documentation and support content.
  • Ability to explain complex technical topics clearly and empathetically to varied audiences.
  • Familiarity with DevOps practices and container orchestration technologies such as Kubernetes and OpenShift.
  • Understanding of information security and compliance controls such as DISA STIG and SELinux.

Benefits

  • U.S. base salary range of $95,200–$160,800.
  • Fully remote work environment.
  • Health, financial, and well-being benefits.
  • Flexible paid time off.
  • Equity compensation and employee stock purchase plan.
  • Growth and Development Fund.
  • Parental leave and Team Member Resource Groups.

Interested in this position?

Apply directly on the company website

Apply Now

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