Manager, Assigned Support Engineering – EMEA

🔥 1 minute ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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GitLab

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2014

💼 Consulting

📣 Marketing

🤖 Artificial Intelligence

💰 Secondary Market on 2020-11

Consulting • Marketing • Artificial Intelligence

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.

📋 Description

• Manage a team of Assigned Support Engineers providing relationship-based technical support to GitLab's largest enterprise customers • Hire, coach, and develop ASEs; conduct 1:1s, give feedback, address performance issues, and build psychological safety • Monitor engagement and retention and coach the team on GitLab's values and operating principles • Train ASEs to conduct technical interviews • Set goals and expectations, track onboarding, relationships, escalations, and KPIs, and align work with company priorities • Lead escalations from start to finish with Engineering, Product, Sales, and Customer Success • Recover at-risk customers, including renewal and expansion risks driven by support concerns • Translate ASE activities into outcomes, deliverables, and ROI and present them to customers and executives • Lead initiatives with the ASE leadership team to improve the program and customer outcomes • Partner with Sales, Customer Success, CSMs, Product, Engineering, Finance, and sales leadership on customer needs, capacity, and headcount planning • Document team processes and improve efficiency through tools, process changes, automation, and AI

🎯 Requirements

• 5+ years in technical support, with at least 2 years managing customer-facing technical teams • Experience with high-touch or assigned support for enterprise customers; professional services delivery counts • Experience across Self-Managed, GitLab Dedicated, and GitLab.com is a plus • Strong record of handling escalations with internal teams and customers • Ability to turn complicated or nuanced situations into clear written stories and tie activity to outcomes with numbers • Customer-centric approach and experience working with account teams to bring struggling customers back to health • Record of getting work done across teams through influence and strong working relationships • Willingness to be available outside standard hours, including weekends, for occasional critical escalations or customer-impacting incidents • Comfort with ambiguity and change • Strong technical foundation, including Linux system administration and web application development concepts • Familiarity with Git, DevOps practices, or GitLab is helpful • History of developing engineers at different skill levels through feedback, mentoring, and clear expectations • Process skills to improve team efficiency and comfort leading a remote, globally distributed team using metrics and customer feedback

🏖️ 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 • Remote work arrangement