GitLab

Senior Manager, Assigned Support Engineering (AMER or EMEA)

GitLab

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $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