Manager, Support Engineering

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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

• Lead a team of Support Engineers focused on troubleshooting complex environments for US Government customers and ensuring high-quality case resolution. • Collaborate with other Support Engineering Managers to design, refine, and evolve the support model, processes, and tooling. • Drive hiring efforts, from sourcing and interviewing to onboarding and developing Support Engineers. • Partner with product and engineering teams to share customer insights and influence GitLab’s products and services for government use cases. • Participate in the manager on-call rotation during working hours to coordinate responses to escalated and critical customer situations. • Join customer calls, review tickets, and provide hands-on guidance for complex or sensitive issues. • Coach and mentor Support Engineers on technical troubleshooting, communication, and professional development. • Identify patterns in government customer needs and implement changes to enhance the support experience.

🎯 Requirements

• Experience leading and developing support engineering teams, including during periods of growth and change. • Background managing technical support for complex enterprise products, ideally in environments with sensitive or regulated data. • Familiarity with US Government customers and their distinct needs, processes, and constraints. • Ability to hire, onboard, and grow support engineers. • Skill in coaching and mentoring engineers through challenging customer issues, escalations, and professional development conversations. • Experience handling crisis or high-severity incidents in production environments. • Clear communication with internal teams and customers during incidents. • Comfortable collaborating with engineering and product partners to advocate for customer needs and influence product direction. • Openness to candidates with transferable leadership and support experience, even without an exclusively government-focused background.

🏖️ 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