Support Engineer, U.S. Government Support

Remote, US

Git Lab is the intelligent orchestration platform for Dev Sec Ops . Git Lab 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 Git Lab to ship better, more secure software faster.

The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. Git Lab is where careers accelerate, innovation flourishes, and every voice is valued. Our high‑performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems.

Co‑create the future with us as we build technology that transforms how the world develops software.

* Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on Git Lab data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of Git Lab.

As a Support Engineer on our U.S. Government Support Engineering team, you operate at the critical intersection of Support and Engineering, enabling public sector organizations and United States government agencies to run Git Lab 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.

In this role, you will engage deeply with Git Lab through the command line; analyzing logs, system behavior, and application performance with strong Linux fundamentals and an understanding of how Git Lab’s components interact end‑to‑end. You may partner with Product and Engineering to reproduce and document edge‑case defects using sanitized or redacted data, or contribute directly to the product by opening merge requests that resolve customer‑impacting issues.

Beyond resolving individual cases, you’ll help strengthen Git Lab by improving documentation, support workflows, and institutional knowledge, ensuring that lessons learned in highly regulated environments benefit the broader platform; all while working in a fully remote, highly collaborative environment built on trust, autonomy, and shared ownership.

• 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 Git Lab deployments operating under strict security, compliance, and operational constraints.
• Perform deep, hands‑on technical investigations using Linux command‑line tooling and Git Lab internals to analyze logs, system performance, and application behavior, often with limited telemetry or incomplete datasets. You will trace issues across infrastructure, application, and code paths to identify root causes, recommend mitigations, and drive durable fixes; frequently partnering with Git Lab Product, Development, and Infrastructure teams to ensure outcomes that meet both mission and platform reliability requirements.
• 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…