Support Engineer, U.S. Government Support (SHIFT)

The company is the intelligent orchestration platform for DevSecOps. The company enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100* trust the company to ship better, more secure software faster.

The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. The company is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software.

• Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on the company data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of the company.

An overview of this role

This is an overnight shift role with working hours of 12:00am - 7:00am EST.

As a Support Engineer on our U.S. Government Support Engineering team, you operate at the critical intersection of Support and Engineering, enabling public sector organizations and United States government agencies to run the company in some of the most secure and constrained environments in the world. Your work directly supports national security missions, including customers operating within FedRAMP-authorized, air-gapped, and classified or semi-classified environments where traditional troubleshooting approaches are not always possible.

In this role, you will engage deeply with the company through the command line; analyzing logs, system behavior, and application performance with strong Linux fundamentals and an understanding of how the company’s components interact end-to-end. You may partner with Product and Engineering to reproduce and document edge-case defects using sanitized or redacted data, or contribute directly to the product by opening merge requests that resolve customer-impacting issues. Beyond resolving individual cases, you’ll help strengthen the company by improving documentation, support workflows, and institutional knowledge, ensuring that lessons learned in highly regulated environments benefit the broader platform; all while working in a fully remote, highly collaborative environment built on trust, autonomy, and shared ownership.

Some examples of our projects

• A tool to quickly analyze strace output

• A solution to capture the state of a customer’s server for easier troubleshooting

• A functionality to ChatOps to make it easier to identify user accounts on the company

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 the company deployments operating under strict security, compliance, and operational constraints.

• Perform deep, hands-on technical investigations using Linux command-line tooling and the company 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 the company 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.

• Support the growth of the team by reviewing applications and assessments, and participating in interviews and hiring decision discussions.

What you’ll bring

• Due to government security requirements, you must be a United States Citizen (defined as any individual who is a citizen of the United States by law, birth, or naturalization) to be eligible for this position

• Experience managing customer-facing cases across the full support lifecycle, from initial inquiry and triage through reproduction, escalation, and resolution

• Strong Linux systems administration knowledge, with the ability to troubleshoot performance and configuration issues in complex environments

• Familiarity with AI/LLM-powered developer tooling and gateway architectures (for example the company Duo, AI gateway configurations, or similar model-serving/proxy layers), including how they're deployed and troubleshot in self-managed or air-gapped environments

• Ability to use scripting languages (preferably Ruby or Bash) and work within model-view-controller frameworks (preferably Ruby on Rails) to investigate and resolve issues

• Practical experience with Git and continuous integration/continuous delivery (CI/CD) workflows

• Skill in creating and maintaining clear, accurate support content and technical documentation

• Ability to explain complex technical topics in a clear, empathetic way to customers and coworkers with varying technical backgrounds

• Familiarity with DevOps practices and container-orchestration technologies such as OpenShift and Kubernetes

• Understanding of common information security and compliance concepts and controls (for example DISA STIG and SELinux), and eligibility to work on United States federal customer environments as required for this role

About the team

At the company Federal, LLC, the U.S. Government Support Engineering team partners with public sector organizations and United States government agencies to support the company in highly secure, mission-critical environments. Our work directly enables national security outcomes, supporting customers across the Intelligence Community, Department of War, and other federal, state, and local government entities operating within regulated and restricted boundaries.

We are embedded within Support Engineering and work closely with Product, Development, Infrastructure, Customer Success, and Sales to solve complex, high-impact technical challenges. Our team frequently dives into code, logs, and architectural behavior to understand not just what is failing, but why; especially in environments with sanitized data, limited visibility, and strict compliance controls such as FedRAMP. We collaborate asynchronously across time zones and through structured pairing and discussion to share knowledge, strengthen solutions, and continuously improve how the company supports secure, air-gapped, and regulated deployments, while upholding the company's standards for rigor, transparency, and technical excellence.

The base salary range for this role’s listed level is currently for residents of the United States only. This range is intended to reflect the role's base salary rate in locations throughout the US. 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, alignment with market data, and geographic location. The base salary range does not include any bonuses, equity, or benefits. See more information on our benefits and equity . Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.

United States Salary Range

$95,200 — $160,800 USD

How the company Supports Full-Time Employees

• Benefits to support your 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

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.

Country Hiring Guidelines: the company 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. Your privacy is important to us.

The company is proud to be an equal opportunity workplace and is an affirmative action employer. The company’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. The company will not tolerate discrimination or harassment based on any of these characteristics. See also  the company’s EEO Policy  and  EEO is the Law . If you have a disability or special need that requires  accommodation , please let us know during the  recruiting process .