2 months ago
Remote, United StatesSenior
Base Salary
$95k - $161k/yr
Responsibilities
- Diagnose, troubleshoot, and resolve complex GitLab issues for public-sector and U.S. government customers in restricted environments.
- Analyze Linux command-line output, logs, system performance, application behavior, infrastructure, and code paths to identify root causes and durable fixes.
- Partner with Product, Development, Infrastructure, and other cross-functional teams to reproduce defects, document findings, recommend mitigations, and open merge requests when appropriate.
- Create and update reusable documentation and support content to improve self-service and reduce recurring issues.
- Pair with Support Engineers, share knowledge, and improve support processes and workflows.
- Build and refine internal support tools, automation, and troubleshooting utilities.
- Participate in weekday and weekend on-call rotations for self-managed customers.
- Review applications and assessments and participate in interviews and hiring decisions.
Requirements
- U.S. citizenship is required due to government security requirements.
- Experience managing customer-facing support cases from inquiry and triage through reproduction, escalation, and resolution.
- Strong Linux systems administration knowledge and ability to troubleshoot performance and configuration issues in complex environments.
- Familiarity with AI/LLM-powered developer tooling and gateway architectures, including deployment and troubleshooting in self-managed or air-gapped environments.
- Ability to use scripting languages, preferably Ruby or Bash, and work within MVC frameworks, preferably Ruby on Rails.
- Practical experience with Git and CI/CD workflows.
- Ability to create and maintain clear, accurate support content and technical documentation.
- Ability to explain complex technical topics clearly and empathetically to people with varying technical backgrounds.
- Familiarity with DevOps practices and container orchestration technologies such as OpenShift and Kubernetes.
- Understanding of information security and compliance concepts and controls such as DISA STIG and SELinux.
- Eligibility to work on United States federal customer environments as required.
Benefits
- Fully remote work arrangement
- Benefits supporting health, finances, and well-being
- Flexible paid time off
- Team Member Resource Groups
- Equity Compensation & Employee Stock Purchase Plan
- Growth and Development Fund
- Parental leave
- Weekday and weekend on-call rotation
About GitLab
GitLab is the Intelligent Orchestration Platform where software teams and their AI agents stay in flow to amplify their capacity for innovation. Together, they automate repetitive tasks to plan, build, secure, test, deploy and maintain software. With GitLab, software teams spend less time on coordination overhead and more time on the next big idea. GitLab Duo Agent Platform provides AI agents that automate tasks across the software lifecycle. Agents handle code generation, security analysis, code review, CI/CD troubleshooting, and custom workflows — while teams maintain control through enterprise governance. Build what's next with us. Explore open roles and join our talent community: https://about.gitlab.com/jobs/