GitLab2 days ago
Support Engineer, U.S. Government Support
Salary not specified
MARKET
12,375 ₽median for this role
IT Support / Helpdesk · 65 jobs with disclosed pay
5,714half of the offers: 8,583–16,667145,833
The employer didn't disclose pay — compare with the market yourself.
Remote
Responsibilities
- 01Collaborate 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
- 02Perform deep, hands-on technical investigations using Linux command-line tooling and GitLab internals to analyze logs, system performance, and application behavior, often with limited telemetry or incomplete datasets
- 03Trace issues across infrastructure, application, and code paths to identify root causes, recommend mitigations, and drive durable fixes; frequently partnering with GitLab Product, Development, and Infrastructure teams to ensure outcomes that meet both mission and platform reliability requirements
- 04Create and update clear, reusable documentation and support content based on real customer interactions to improve self-service and reduce repeated issues
- 05Participate 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
- 06Contribute to building and refining internal support tools and workflows, including automation and troubleshooting utilities, to make diagnosing and resolving issues more efficient
- 07Participate in weekday and weekend on-call rotations, providing timely emergency support for self-managed customers operating in restricted and compliance-focused environments
- 08Support the growth of the team by reviewing applications and assessments, and participating in interviews and hiring decision discussions
Requirements
- 01Due 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
- 02Experience managing customer-facing cases across the full support lifecycle, from initial inquiry and triage through reproduction, escalation, and resolution
- 03Strong Linux systems administration knowledge, with the ability to troubleshoot performance and configuration issues in complex environments
- 04Familiarity with AI/LLM-powered developer tooling and gateway architectures (for example GitLab Duo, AI gateway configurations, or similar model-serving/proxy layers), including how they're deployed and troubleshot in self-managed or air-gapped environments
- 05Ability to use scripting languages (preferably Ruby or Bash) and work within model-view-controller frameworks (preferably Ruby on Rails) to investigate and resolve issues
- 06Practical experience with Git and continuous integration/continuous delivery (CI/CD) workflows
- 07Skill in creating and maintaining clear, accurate support content and technical documentation
- 08Ability to explain complex technical topics in a clear, empathetic way to customers and coworkers with varying technical backgrounds
- 09Familiarity with DevOps practices and container-orchestration technologies
What we offer
- 01Fully remote work environment
- 02Highly collaborative environment built on trust, autonomy, and shared ownership
- 03Weekday and weekend on-call rotations