About the company
GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100 trust GitLab to ship better, more secure software faster.
Responsibilities
- 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
- Create and update clear, reusable documentation and support content based on real customer interactions
- Participate in regular pairing sessions with other Support Engineers and act as a stable counterpart to cross-functional teams
- Contribute to building and refining internal support tools and workflows, including automation and troubleshooting utilities
- Participate in weekday and weekend on-call rotations
- Support the growth of the team by reviewing applications and assessments, and participating in interviews and hiring decision discussions
Requirements
- Due to government security requirements, you must be a United States Citizen 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
- Familiarity with AI/LLM-powered developer tooling and gateway architectures (for example GitLab Duo, AI gateway configurations, or similar model-serving/proxy layers)
- Ability to use scripting languages (preferably Ruby or Bash) and work within model-view-controller frameworks (preferably Ruby on Rails)
- Practical experience with Git and continuous integration/continuous delivery (CI/CD) workflows
- Skill in creating and maintaining clear, accurate support documentation
Conditions
- This is an overnight shift role with working hours of 12:00am - 7:00am EST
- Fully remote, highly collaborative environment