Support Engineer, U.S. Government Support

This is a Fully Remote Job About Our Client:The organization operates in the DevSecOps software industry, providing an orchestration platform designed to enhance developer productivity, operational efficiency, and security compliance. It supports digital transformation efforts for a broad user base, including a significant portion of Fortune 100 companies, by enabling faster, more secure software delivery. About the Opportunity:The SUPPORT ENGINEER, U.S. GOVERNMENT SUPPORT role focuses on delivering technical assistance to public sector and U.S. government agencies deploying the platform in highly secure and regulated environments. This position contributes by diagnosing and resolving complex issues under strict security constraints, enhancing the platform's reliability and compliance in sensitive contexts. Responsibilities:Collaborate with public sector and government customers to troubleshoot and resolve issues in secure GitLab deployments.Conduct detailed technical investigations using Linux command-line tools and analyze system and application behavior.Partner with product and engineering teams to identify root causes and implement fixes.Develop and maintain documentation and support materials based on customer interactions.Participate in knowledge sharing and support process improvements with team members.Contribute to internal support tool development to enhance troubleshooting efficiency.Engage in on-call rotations to provide emergency support for compliance-focused environments.Support team growth through candidate evaluation and hiring processes. Requirements:United States citizenship due to government security requirements.Experience managing customer cases throughout the full support lifecycle.Strong Linux systems administration and troubleshooting skills.Familiarity with AI/LLM developer tools and gateway architectures in secure environments.Proficiency in scripting languages such as Ruby or Bash and understanding of MVC frameworks.Practical experience with Git and CI/CD workflows.Skill in creating clear and accurate technical documentation.Ability to communicate complex technical information clearly and empathetically. Pay Range and Compensation Package:The pay range and compensation package for this role will be determined based on the candidate's experience, skills, and other relevant factors. Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note:TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.