The opportunity
At GitLab Federal, LLC, the U. S.
What you'll do
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, 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 GitLab 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.
What they're looking for
- Support the growth of the team by reviewing applications and assessments, and: participating in interviews and hiring decision discussions.
