<div class="content-intro">The GitLab&nbsp;<a class="c-link" href="https://about.gitlab.com/solutions/devops-platform/" target="_blank" data-stringify-link="https://about.gitlab.com/solutions/devops-platform/" data-sk="tooltip_parent" data-remove-tab-index="true">DevSecOps platform</a>&nbsp;empowers 100,000+ organizations to deliver software faster and more efficiently. We are one of the&nbsp;<a class="c-link" href="https://about.gitlab.com/company/culture/all-remote/guide/" target="_blank" data-stringify-link="https://about.gitlab.com/company/culture/all-remote/guide/" data-sk="tooltip_parent" data-remove-tab-index="true">world’s largest all-remote companies</a>&nbsp;with 2,000+ team members and&nbsp;<a class="c-link" href="https://handbook.gitlab.com/handbook/values/" target="_blank" data-stringify-link="https://about.gitlab.com/handbook/values/" data-sk="tooltip_parent" data-remove-tab-index="true">values</a>&nbsp;that foster a culture where people embrace the belief that everyone can contribute. Learn more about&nbsp;<a class="c-link" href="https://vimeo.com/778157354" target="_blank" data-stringify-link="https://vimeo.com/778157354" data-sk="tooltip_parent" data-remove-tab-index="true">Life at GitLab</a>.</div><div class="section page-centered">
<h4>An Overview of This Role </h4>
<h4>Requires US citizenship</h4>
<h4>Overnight role (3rd shifts Pacific Standard Time)</h4>
Support Engineering at GitLab isn’t just a title - you will be embedded within the Engineering department and will truly operate in an environment where Support and Engineering meet. You’ll interact with customers daily as they encounter the difficult edge cases of running GitLab in complex environments. In the space of a day, you might be doing behind the scenes work of a Linux administrator troubleshooting performance problems by using strace on a particular process, interacting with the Product team to ensure that steps in a bug report are reproducible, or interacting with the Engineering team itself by diving deep into our codebase and putting together a merge request to actually fix a customer issue.&nbsp;
That’s not all though - you’d equally be invited to contribute to the source code, improve our documentation, and help build out more efficient support processes in our issue tracker. We want to live in a world where everyone can contribute, and as a member of the support team, there are no barriers to using your skills to improve the experience of our users and customers.
<h3>&nbsp;</h3>
What you’ll do&nbsp;&nbsp;
<ul>
<li style="font-weight: 400;">Collaborate with Public Sector organizations and United States Government agencies in order to support, maintain, and resolve issues in their GitLab environments via Zendesk tickets, merge requests, email and video conferencing</li>
<li style="font-weight: 400;">Collaborate with our <a href="https://about.gitlab.com/handbook/product/">Product</a>, <a href="https://about.gitlab.com/handbook/engineering/development/">Development</a>, <a href="https://about.gitlab.com/handbook/engineering/infrastructure/">Infrastructure</a>, <a href="https://about.gitlab.com/handbook/customer-success/">Customer Success</a> and <a href="https://about.gitlab.com/handbook/sales/">Sales</a> Teams to build new features and fix bugs, define and shape the product goals, roadmap, priorities, and strategy</li>
<li style="font-weight: 400;">Create and update documentation based on customer interactions</li>
<li style="font-weight: 400;">Collaborate with Support team members (through <a href="https://gitlab.com/gitlab-com/support/support-pairing/?_gl=1%2a1vj7usl%2a_ga%2aMTYyOTI0OTAxNC4xNjc4NzIwMDg0%2a_ga_ENFH3X7M5Y%2aMTY4NDgzNDU0OC4xMTAuMS4xNjg0ODM2NDM3LjAuMC4w">Pairing Sessions</a>) and other GitLab team members (for example: as a <a href="https://about.gitlab.com/handbook/support/#support-stable-counterpart">Support Stable Counterpart</a>)</li>
<li style="font-weight: 400;">Participate in regular rotations for weekday and weekend on-call coverage providing emergency support to our Self-managed customers</li>
<li style="font-weight: 400;">Participate in our hiring processes by reviewing applications and assessments, and by participating in interviews. </li>
</ul>
What you’ll bring&nbsp;
<ul>
<li style="font-weight: 400;">Experience in and passion for managing customer facing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand off to the development team, and case resolution</li>
<li style="font-weight: 400;">Excellent Linux systems administration knowledge (LFCE or RHCE equivalent knowledge)</li>
<li style="font-weight: 400;">Ability to use scripting languages (preferably Ruby or Bash), and MVC frameworks (preferably Ruby on Rails)</li>
<li style="font-weight: 400;">Experience with Git and CI/CD</li>
<li style="font-weight: 400;">Expertise in writing support content</li>
<li style="font-weight: 400;">Ability to communicate complex technical topics to customers and coworkers of varying technical skill level</li>
<li style="font-weight: 400;">Familiarity with DevOps methodologies and technologies like Openshift and Kubernetes</li>
<li style="font-weight: 400;">Understanding and/or experience with common information security and compliance concepts and controls (i.e. DISA STIG, SELinux, etc)</li>
</ul>
About the team
The US Federal Support team works through the US Federal Support portal to collaborate with Public Sector organizations and United States Government agencies in order to support, maintain, and resolve issues in their GitLab environments, but they also dig into the code and logs to find out why something is not working as expected.
There are a number of challenges that are unique when it comes to supporting the customer environments that an engineer may encounter in the Federal space. Some of those challenges may include highly sanitized and redacted troubleshooting information, inability to screenshare or provide screenshots, etc. In addition to restrictive environments, some of the customers served by the Federal support team employ bleeding edge technologies and employ strict compliance measures on the systems which can further complicate troubleshooting efforts.
 Thanks to our <a href="https://about.gitlab.com/company/culture/all-remote/values/#transparency">Transparency</a> value, you can see what we are working on in our <a href="https://about.gitlab.com/handbook/support/">Support Team</a> page. Additionally, you can see our company <a href="https://about.gitlab.com/direction/">roadmap</a> and <a href="https://www.youtube.com/@Gitlab">listen</a> to some of our meetings. 
GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also <a href="https://about.gitlab.com/handbook/people-policies/inc-usa/#equal-employment-opportunity-policy">GitLab’s EEO Policy</a> and <a href="https://about.gitlab.com/handbook/labor-and-employment-notices/#eeoc-us-equal-employment-opportunity-commission-notices">EEO is the Law</a>. If you have a disability or special need that requires <a href="https://about.gitlab.com/handbook/people-policies/inc-usa/#reasonable-accommodation">accommodation</a>, please let us know during the <a href="https://about.gitlab.com/handbook/hiring/interviewing/#adjustments-to-our-interview-process">recruiting process</a>. 
<h4>#LI-JM1</h4>
&nbsp;
</div><div class="content-pay-transparency"><div class="pay-input"><div class="description">The base salary range for this role’s listed level is currently for residents of listed locations only. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, and alignment with market data. See more information on our <a class="waffle-rich-text-link" href="https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/" data-sheets-formula-bar-text-link="https://bit.ly/GLBeneUS" data-sheets-formula-bar-text-style="font-size:12px;color:#1155cc;font-weight:normal;text-decoration:underline;font-family:''Arial'';font-style:normal;text-decoration-skip-ink:none;">benefits</a> and <a class="waffle-rich-text-link" href="https://about.gitlab.com/handbook/stock-options/" data-sheets-formula-bar-text-link="https://bit.ly/GLequity" data-sheets-formula-bar-text-style="font-size:12px;color:#1155cc;font-weight:normal;text-decoration:underline;font-family:''Arial'';font-style:normal;text-decoration-skip-ink:none;">equity</a>. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.</div><div class="title">Colorado/Washington pay range</div><div class="pay-range">$72,800&mdash;$140,400 USD</div></div><div class="pay-input"><div class="title">California/New York/New Jersey pay range</div><div class="pay-range">$72,800&mdash;$156,000 USD</div></div></div><div class="content-conclusion"><hr>
Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.&nbsp;&nbsp;
Privacy Policy: Please review our <a href="https://about.gitlab.com/handbook/hiring/candidate/faq/recruitment-privacy-policy/" target="_blank">Recruitment Privacy Policy.</a> Your privacy is important to us.
GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also&nbsp;<a href="https://about.gitlab.com/handbook/people-policies/inc-usa/#equal-employment-opportunity-policy" target="_blank">GitLab’s EEO Policy</a>&nbsp;and&nbsp;<a href="https://about.gitlab.com/handbook/labor-and-employment-notices/#eeoc-us-equal-employment-opportunity-commission-notices" target="_blank">EEO is the Law</a>. If you have a disability or special need that requires&nbsp;<a href="https://about.gitlab.com/handbook/people-policies/inc-usa/#reasonable-accommodation" target="_blank">accommodation</a>, please let us know during the&nbsp;<a href="https://about.gitlab.com/handbook/hiring/interviewing/#adjustments-to-our-interview-process" target="_blank">recruiting process</a>.</div>

The GitLab [DevSecOps platform](https://about.gitlab.com/solutions/devops-
platform/) empowers 100,000+ organizations to deliver software faster and more
efficiently. We are one of the [world’s largest all-remote
companies](https://about.gitlab.com/company/culture/all-remote/guide/) with
2,000+ team members and [values](https://handbook.gitlab.com/handbook/values/)
that foster a culture where people embrace the belief that everyone can
contribute. Learn more about [Life at GitLab](https://vimeo.com/778157354).

#### **An Overview of This Role  
  
**

#### **Requires US citizenship**

#### **Overnight role (3rd shifts Pacific Standard Time)**

Support Engineering at GitLab isn’t just a title - you will be embedded within
the Engineering department and will truly operate in an environment where
Support and Engineering meet. You’ll interact with customers daily as they
encounter the difficult edge cases of running GitLab in complex environments.
In the space of a day, you might be doing behind the scenes work of a Linux
administrator troubleshooting performance problems by using strace on a
particular process, interacting with the Product team to ensure that steps in
a bug report are reproducible, or interacting with the Engineering team itself
by diving deep into our codebase and putting together a merge request to
actually fix a customer issue.

That’s not all though - you’d equally be invited to contribute to the source
code, improve our documentation, and help build out more efficient support
processes in our issue tracker. We want to live in a world where everyone can
contribute, and as a member of the support team, there are no barriers to
using your skills to improve the experience of our users and customers.

###  

**What you’ll do**  

  * Collaborate with Public Sector organizations and United States Government agencies in order to support, maintain, and resolve issues in their GitLab environments via Zendesk tickets, merge requests, email and video conferencing
  * Collaborate with our [Product](https://about.gitlab.com/handbook/product/), [Development](https://about.gitlab.com/handbook/engineering/development/), [Infrastructure](https://about.gitlab.com/handbook/engineering/infrastructure/), [Customer Success](https://about.gitlab.com/handbook/customer-success/) and [Sales](https://about.gitlab.com/handbook/sales/) Teams to build new features and fix bugs, define and shape the product goals, roadmap, priorities, and strategy
  * Create and update documentation based on customer interactions
  * Collaborate with Support team members (through [Pairing Sessions](https://gitlab.com/gitlab-com/support/support-pairing/?_gl=1%2a1vj7usl%2a_ga%2aMTYyOTI0OTAxNC4xNjc4NzIwMDg0%2a_ga_ENFH3X7M5Y%2aMTY4NDgzNDU0OC4xMTAuMS4xNjg0ODM2NDM3LjAuMC4w)) and other GitLab team members (for example: as a [Support Stable Counterpart](https://about.gitlab.com/handbook/support/#support-stable-counterpart))
  * Participate in regular rotations for weekday and weekend on-call coverage providing emergency support to our Self-managed customers
  * Participate in our hiring processes by reviewing applications and assessments, and by participating in interviews.  
  

**What you’ll bring  **

  * Experience in and passion for managing customer facing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand off to the development team, and case resolution
  * Excellent Linux systems administration knowledge (LFCE or RHCE equivalent knowledge)
  * Ability to use scripting languages (preferably Ruby or Bash), and MVC frameworks (preferably Ruby on Rails)
  * Experience with Git and CI/CD
  * Expertise in writing support content
  * Ability to communicate complex technical topics to customers and coworkers of varying technical skill level
  * Familiarity with DevOps methodologies and technologies like Openshift and Kubernetes
  * Understanding and/or experience with common information security and compliance concepts and controls (i.e. DISA STIG, SELinux, etc)

**About the team**

The US Federal Support team works through the US Federal Support portal to
collaborate with Public Sector organizations and United States Government
agencies in order to support, maintain, and resolve issues in their GitLab
environments, but they also dig into the code and logs to find out why
something is not working as expected.

There are a number of challenges that are unique when it comes to supporting
the customer environments that an engineer may encounter in the Federal space.
Some of those challenges may include highly sanitized and redacted
troubleshooting information, inability to screenshare or provide screenshots,
etc. In addition to restrictive environments, some of the customers served by
the Federal support team employ bleeding edge technologies and employ strict
compliance measures on the systems which can further complicate
troubleshooting efforts.

  
Thanks to our [Transparency](https://about.gitlab.com/company/culture/all-
remote/values/#transparency) value, you can see what we are working on in our
[Support Team](https://about.gitlab.com/handbook/support/) page. Additionally,
you can see our company [roadmap](https://about.gitlab.com/direction/) and
[listen](https://www.youtube.com/@Gitlab) to some of our meetings.  

GitLab is proud to be an equal opportunity workplace and is an affirmative
action employer. GitLab’s policies and practices relating to recruitment,
employment, career development and advancement, promotion, and retirement are
based solely on merit, regardless of race, color, religion, ancestry, sex
(including pregnancy, lactation, sexual orientation, gender identity, or
gender expression), national origin, age, citizenship, marital status, mental
or physical disability, genetic information (including family medical
history), discharge status from the military, protected veteran status (which
includes disabled veterans, recently separated veterans, active duty wartime
or campaign badge veterans, and Armed Forces service medal veterans), or any
other basis protected by law. GitLab will not tolerate discrimination or
harassment based on any of these characteristics. See also [GitLab’s EEO
Policy](https://about.gitlab.com/handbook/people-policies/inc-usa/#equal-
employment-opportunity-policy) and [EEO is the
Law](https://about.gitlab.com/handbook/labor-and-employment-notices/#eeoc-us-
equal-employment-opportunity-commission-notices). If you have a disability or
special need that requires
[accommodation](https://about.gitlab.com/handbook/people-policies/inc-
usa/#reasonable-accommodation), please let us know during the [recruiting
process](https://about.gitlab.com/handbook/hiring/interviewing/#adjustments-
to-our-interview-process).  
  

#### **#LI-JM1**



_The base salary range for this role’s listed level is currently for residents
of listed locations only. Grade level and salary ranges are determined through
interviews and a review of education, experience, knowledge, skills, abilities
of the applicant, equity with other team members, and alignment with market
data. See more information on
our[benefits](https://about.gitlab.com/handbook/total-
rewards/benefits/general-and-entity-benefits/) and
[equity](https://about.gitlab.com/handbook/stock-options/). Sales roles are
also eligible for incentive pay targeted at up to 100% of the offered base
salary._

Colorado/Washington pay range

$72,800--$140,400 USD

California/New York/New Jersey pay range

$72,800--$156,000 USD

* * *

**Country Hiring Guidelines:** GitLab hires new team members in countries
around the world. All of our roles are remote, however some roles may carry
specific location-based eligibility requirements. Our Talent Acquisition team
can help answer any questions about location after starting the recruiting
process.  

**Privacy Policy:** Please review our [Recruitment Privacy
Policy.](https://about.gitlab.com/handbook/hiring/candidate/faq/recruitment-
privacy-policy/) Your privacy is important to us.

GitLab is proud to be an equal opportunity workplace and is an affirmative
action employer. GitLab’s policies and practices relating to recruitment,
employment, career development and advancement, promotion, and retirement are
based solely on merit, regardless of race, color, religion, ancestry, sex
(including pregnancy, lactation, sexual orientation, gender identity, or
gender expression), national origin, age, citizenship, marital status, mental
or physical disability, genetic information (including family medical
history), discharge status from the military, protected veteran status (which
includes disabled veterans, recently separated veterans, active duty wartime
or campaign badge veterans, and Armed Forces service medal veterans), or any
other basis protected by law. GitLab will not tolerate discrimination or
harassment based on any of these characteristics. See also [GitLab’s EEO
Policy](https://about.gitlab.com/handbook/people-policies/inc-usa/#equal-
employment-opportunity-policy) and [EEO is the
Law](https://about.gitlab.com/handbook/labor-and-employment-notices/#eeoc-us-
equal-employment-opportunity-commission-notices). If you have a disability or
special need that requires
[accommodation](https://about.gitlab.com/handbook/people-policies/inc-
usa/#reasonable-accommodation), please let us know during the [recruiting
process](https://about.gitlab.com/handbook/hiring/interviewing/#adjustments-
to-our-interview-process).

