Product Support Technician, Tier 1 Support
The Home Depot
CitrixCloudDNSSMTP
Senior Manager, Assigned Support Engineering (AMER or EMEA)
GitLab
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteSalary
💰 $117,600 - $252,000 per year
Job Level
Senior
Tech Stack
SDLC
About the role
- GitLab is an open-core software company that develops the AI-powered DevSecOps Platform used by more than 100,000 organizations. Our mission is to enable everyone to contribute to and co-create the software that powers our world. GitLab is a remote-first company with a values-driven culture and a commitment to transparency and collaboration. The Support Engineering team is globally distributed and committed to providing world-class technical support to our customers. As a Senior Manager for the Assigned Support Engineering team, you will lead a team of seasoned Support Engineers who deliver proactive, relationship-based technical support to our largest and most strategic customers. You’ll work closely with Sales, Customer Success, Product, and Engineering teams to ensure we deliver an integrated, high-touch support experience that reflects GitLab’s values of collaboration, transparency, and iteration. What You’ll Do:
- Lead a high-performing global team of Assigned Support Engineers focused on premium customer accounts
- Define and drive the strategy for the enhanced, assigned support offering, aligning with GitLab’s broader Customer Support and Success teams and product adoption goals
- Mentor, coach, and grow team members, fostering a culture of continuous improvement and customer empathy
- Establish operational excellence by implementing and optimizing processes around onboarding, ticket management, and customer engagement
- Ensure applicable SLAs and KPIs are consistently met or exceeded
- Collaborate cross-functionally with Sales, CSAs, CSMs, SAs, Product Management, Engineering, and other leaders to advocate for customer needs and share insights from support interactions
- Drive escalations and incident response for critical customer issues, serving as a point of contact for executive stakeholders when needed
- Analyze data and feedback to continuously refine team operations, capacity planning, and customer engagement models
- Champion the voice of the customer in internal planning and development discussions
Requirements
- 8+ years of experience in technical support, with 3+ years in a people management role—preferably within a high-growth, SaaS or open-source environment
- Proven experience managing a high-touch or assigned support function and/or professional service function for enterprise level customers
- Strong technical aptitude, with the ability to guide and support engineers working in complex, production-critical environments
- Deep customer empathy with a focus on proactive service and long-term customer outcomes
- Demonstrated ability to lead through influence and collaboration in a fully remote, globally distributed team
- Data-driven mindset with experience using support metrics and feedback loops to drive improvements
- Excellent communication skills, both written and verbal
- Familiarity with Git, DevOps practices, or GitLab is a strong plus
