Who you are

• Experience leading and scaling Customer Support Engineering teams
• Track record of developing team members and driving measurable results
• Experience creating and implementing processes and procedures that improve team efficiency
• Experience providing technical customer support and managing the full support lifecycle, from understanding customer needs and initial engagement through resolution, in collaboration with development
• Analytical and problem-solving skills to troubleshoot complex technical issues and the ability to grow your team’s problem-solving skills
• Understanding of Linux System Administration and web application development concepts (with MVC frameworks such as Ruby on Rails, Python, Django, PHP, or Laravel)

What the job involves

• Like other managers at GitLab, you'll see your team as your product
• You'll spend your time hiring and developing world-class Support Engineers who deliver exceptional technical support while continuously improving how your team solves problems
• As a Support Manager, you contribute to the customer support experience across your region, balancing direct customer relationships with the strategic work of scaling your team, building internal processes, and collaborating across departments to ship tools and solutions that make support more efficient
• You'll help your team become self-sufficient, take ownership of complex issues from initial contact through resolution, and create a psychologically safe environment where people grow
• Partner with other support managers to hire and maintain a world-class Support Engineering team focused on delivering excellent technical support to GitLab's customers
• Develop your team members' technical skills and experience through mentorship, structured training, and career growth opportunities
• Drive team ownership by fostering self-sufficiency, accountability, and alignment with key performance indicators
• Build scalable processes and workflows that enable your team to collaborate effectively and execute with excellence
• Conduct regular 1:1s with all team members to support their growth, address challenges, and create psychological safety
• Train Support Engineers to conduct high-quality technical interviews, strengthening your hiring pipeline
• Partner across GitLab to deepen understanding of customer needs and business goals, informing product and support improvements
• Lead continuous improvement initiatives that enhance the customer experience through measurable, repeatable solutions

Benefits

• We offer benefits to manage your health, wealth, and well-being regardless of location
• Flexibility in schedule to be there for life’s important moments
• Equity compensation & Employee Stock Purchase Plan offered
• Generous Paid Time Off