Support Engineer, U.S. Government Support

ABOUT THE ROLE As a Support Engineer on our U.S. Government Support Engineering team at GitLab, you will operate at the critical intersection of Support and Engineering, enabling public sector organizations and United States government agencies to run GitLab in some of the most secure and constrained environments in the world. Your work directly supports national security missions, including customers operating within FedRAMP-authorized, air-gapped, and classified or semi-classified environments where traditional troubleshooting approaches are not always possible. WHAT YOU'LL DO As a Support Engineer, you will engage deeply with GitLab through the command line; analyzing logs, system behavior, and application performance with strong Linux fundamentals and an understanding of how GitLab's components interact end-to-end. You will collaborate closely with public sector customers, including U.S. government agencies, to diagnose, troubleshoot, and resolve complex issues in GitLab deployments operating under strict security, compliance, and operational constraints. Your responsibilities will include: - Performing deep, hands-on technical investigations using Linux command-line tooling and GitLab internals to analyze logs, system performance, and application behavior - Collaborating with GitLab Product, Development, and Infrastructure teams to ensure outcomes that meet both mission and platform reliability requirements - Creating and updating clear, reusable documentation and support content based on real customer interactions to improve self-service and reduce repeated issues - Participating in regular pairing sessions with other Support Engineers and acting as a stable counterpart to cross-functional teams to share knowledge and improve support processes - Contributing to building and refining internal support tools and workflows, including automation and troubleshooting utilities, to make diagnosing and resolving issues more efficient - Participating in weekday and weekend on-call rotations, providing timely emergency support for self-managed customers operating in restricted and compliance-focused environments - Supporting the growth of the team by reviewing applications and assessments, and participating in interviews and hiring decision discussions WHAT YOU'LL NEED To be successful in this role, you will need: - Due to government regulations, you must be a U.S. citizen or a lawful permanent resident - A strong understanding of Linux fundamentals and GitLab internals - Excellent problem-solving and analytical skills, with the ability to troubleshoot complex issues in highly constrained environments - Strong communication and collaboration skills, with the ability to work closely with public sector customers and cross-functional teams - Experience with GitLab or similar DevOps tools, with a strong understanding of how components interact end-to-end - Ability to work in a fully remote, highly collaborative environment built on trust, autonomy, and shared ownership WHY REMOTE As a Support Engineer at GitLab, you will work in a fully remote, highly collaborative environment built on trust, autonomy, and shared ownership. You will have the opportunity to work with a talented team of engineers and support professionals, and to contribute to the growth and development of the team. BENEFITS At GitLab, we offer a range of benefits to support the health, well-being, and career development of our employees. These include: - Competitive salary and bonus structure - Comprehensive health, dental, and vision insurance - Generous parental leave policy - Education stipend - Life insurance - Flexible schedule and