• Collaborate with public sector organizations and United States government agencies to support, maintain, and resolve complex issues in their GitLab environments using tools like Zendesk, email, merge requests, and video conferencing. • Troubleshoot customer environments as a hands-on Linux administrator, digging into logs, system performance, and the GitLab codebase to identify and remediate root causes. • Partner with Product, Development, Infrastructure, Customer Success, and Sales teams to clarify bug reports, shape product improvements, and contribute merge requests that address customer-impacting issues. • 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. • Support the growth of the team by reviewing applications and assessments, and participating in interviews and hiring decision discussions.