Support Engineer

• 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

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