Senior Manager of Assigned Support Engineering
Remote
Remote (US, Europe, UK, Canada)
Senior Level
Top Benefits
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
About the role
Who you are
- 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
What the job involves
- GitLab’s Support Engineering team is a globally distributed organization 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
- This role is instrumental in driving customer satisfaction, reducing time-to-resolution, and improving product adoption. 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
- 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
- Performance Indicators:
- Customer satisfaction (CES) and Net Promoter Score (NPS)
- Support SLA/SLO adherence
- Ticket deflection and time-to-resolution improvements
- Internal and external stakeholder feedback
- Team engagement and retention
- Contribution to product quality via customer feedback loops
- Projects
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
About GitLab
IT Services and IT Consulting
1001-5000
GitLab is a complete DevOps platform, delivered as a single application, fundamentally changing the way Development, Security, and Ops teams collaborate and build software. From idea to production, GitLab helps teams improve cycle time from weeks to minutes, reduce development costs and time to market while increasing developer productivity.
We're the world's largest all-remote company with team members located in more than 65 countries. As part of the GitLab team, you can work from anywhere with good internet. You'll have the freedom to contribute when and where you do your best work.
Interested in opportunities at GitLab? Join our talent community and share your information with our recruiting team: https://about.gitlab.com/jobs/
Senior Manager of Assigned Support Engineering
Remote
Remote (US, Europe, UK, Canada)
Senior Level
Top Benefits
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
About the role
Who you are
- 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
What the job involves
- GitLab’s Support Engineering team is a globally distributed organization 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
- This role is instrumental in driving customer satisfaction, reducing time-to-resolution, and improving product adoption. 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
- 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
- Performance Indicators:
- Customer satisfaction (CES) and Net Promoter Score (NPS)
- Support SLA/SLO adherence
- Ticket deflection and time-to-resolution improvements
- Internal and external stakeholder feedback
- Team engagement and retention
- Contribution to product quality via customer feedback loops
- Projects
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
About GitLab
IT Services and IT Consulting
1001-5000
GitLab is a complete DevOps platform, delivered as a single application, fundamentally changing the way Development, Security, and Ops teams collaborate and build software. From idea to production, GitLab helps teams improve cycle time from weeks to minutes, reduce development costs and time to market while increasing developer productivity.
We're the world's largest all-remote company with team members located in more than 65 countries. As part of the GitLab team, you can work from anywhere with good internet. You'll have the freedom to contribute when and where you do your best work.
Interested in opportunities at GitLab? Join our talent community and share your information with our recruiting team: https://about.gitlab.com/jobs/