Support Engineer; U.S. Government Support

• As a Support Engineer on our US
• 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 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

• We offer benefits to manage your health, wealth, and well‑being regardless of location
• Flexibility in schedule to be there for life’s important moments
• Equity compensation & Employee Stock Purchase Plan offered
• Generous Paid Time Off

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

Familiarity with AI/LLM-powered developer tooling and gateway architectures (for example Git Lab Duo, AI gateway configurations, or similar model-serving/proxy layers), including how they’re deployed and troubleshot in self‑managed or air‑gapped environments

Practical experience with Git and continuous…