Manager, Support Engineering – AMER

🕒 October 8

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

💵 $115.2k - $194.4k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 0%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Open for 36 days.
• Jobs at this company usually fill in 48 days.

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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

• Hire and maintain a world-class Support Engineering team focused on delivering excellent technical support to GitLab's customers • Develop team members' technical skills and experience through mentorship, structured training, and career growth opportunities • Drive team ownership, self-sufficiency, accountability, and alignment with key performance indicators • Build scalable processes and workflows for effective collaboration and execution • Conduct regular 1:1s to support growth, address challenges, and create psychological safety • Train Support Engineers to conduct high-quality technical interviews • Partner across GitLab to understand customer needs and business goals, informing product and support improvements • Lead continuous improvement initiatives that enhance customer experience through measurable, repeatable solutions • Document team processes and improve efficiency through tools, process changes, automation, and effective AI use

🎯 Requirements

• Ability to lead technical, customer-facing teams and support the growth of Support Engineers at different levels through feedback, mentoring, and growth opportunities • Ability to create and implement processes and procedures that improve team efficiency • Ability to provide technical customer support and manage 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

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