Note: The job is a remote job and is open to candidates in USA. GitLab is an open-core software company that develops an AI-powered DevSecOps Platform used by over 100,000 organizations. The Support Engineer role involves collaborating with U.S. government agencies to troubleshoot and resolve complex issues in GitLab environments while also improving documentation and support processes.
Responsibilities
• Collaborate with public sector organizations and United States government agencies to support, maintain, and resolve complex issues in their GitLab environments using tools like Zendesk, email, merge requests, and video conferencing
• Troubleshoot customer environments as a hands-on Linux administrator, digging into logs, system performance, and the GitLab codebase to identify and remediate root causes
• Partner with Product, Development, Infrastructure, Customer Success, and Sales teams to clarify bug reports, shape product improvements, and contribute merge requests that address customer-impacting issues
• Create and update clear, reusable documentation and support content based on real customer interactions to improve self-service and reduce repeated issues
• Participate in regular pairing sessions with other Support Engineers and act as a stable counterpart to cross-functional teams to share knowledge and improve support processes
• Contribute to building and refining internal support tools and workflows, including automation and troubleshooting utilities, to make diagnosing and resolving issues more efficient
• Participate in weekday and weekend on-call rotations, providing timely emergency support for self-managed customers operating in restricted and compliance-focused environments
• Support the growth of the team by reviewing applications and assessments, and participating in interviews and hiring decision discussions
Skills
• Due to government security requirements, you must be a United States Citizen (defined as any individual who is a citizen of the United States by law, birth, or naturalization) 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
• Ability to use scripting languages (preferably Ruby or Bash) and work within model-view-controller frameworks (preferably Ruby on Rails) to investigate and resolve issues
• Practical experience with Git and continuous integration/continuous delivery (CI/CD) workflows
• Skill in creating and maintaining clear, accurate support content and technical documentation
• Ability to explain complex technical topics in a clear, empathetic way to customers and coworkers with varying technical backgrounds
• Familiarity with DevOps practices and container-orchestration technologies such as OpenShift and Kubernetes
• Understanding of common information security and compliance concepts and controls (for example DISA STIG and SELinux), and eligibility to work on United States federal customer environments as required for this role
Benefits
• Flexible Paid Time Off
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and Development Fund
• Parental leave
• Home office support
Company Overview
• GitLab is a web-based Git repository manager that offers a variety of features for software development teams. It was founded in 2014, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is http://about.gitlab.com.