Manager, Support Engineering – AMER

November 10

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GitLab

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Artificial Intelligence • Enterprise • SaaS

GitLab is the most comprehensive AI-powered DevSecOps platform, offering tools for automated software delivery, security, and compliance throughout the software development lifecycle. It provides solutions across areas such as AI-assisted development, continuous integration/continuous deployment (CI/CD), source code management, and vulnerability management. GitLab aims to simplify and accelerate software delivery by uniting development, security, and operations on a unified platform. It is particularly recognized for its AI code assistants and has been named a leader in the Gartner Magic Quadrant™ for DevOps Platforms, making it a preferred choice for many enterprises.

1001 - 5000 employees

Founded 2014

🤖 Artificial Intelligence

🏢 Enterprise

☁️ SaaS

💰 Secondary Market on 2020-11

📋 Description

• 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.

🎯 Requirements

• 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).

🏖️ Benefits

• Benefits to support your health, finances, and well-being • Flexible Paid Time Off • Team Member Resource Groups • Equity Compensation & Employee Stock Purchase Plan • Growth and Development Fund • Parental leave • Home office support