Senior Manager, Assigned Support Engineering - Remote

Overview

As a Senior Manager for the Assigned Support Engineering team at GitLab, you will lead a team of seasoned Support Engineers delivering proactive technical support to our strategic customers, driving customer satisfaction and improving product adoption.

In Short

• Lead a global team of Assigned Support Engineers focused on premium customer accounts.
• Define and drive the strategy for enhanced support offerings.
• Mentor and grow team members, fostering a culture of improvement.
• Establish operational excellence in onboarding and customer engagement.
• Ensure SLAs and KPIs are met or exceeded.
• Collaborate with Sales, Customer Success, Product, and Engineering teams.
• Drive escalations for critical customer issues.
• Analyze data to refine team operations and engagement models.
• Champion the voice of the customer in internal discussions.

Requirements

• 8+ years of experience in technical support, with 3+ years in a management role.
• Experience managing support functions for enterprise customers.
• Strong technical aptitude in production-critical environments.
• Deep customer empathy with a focus on long-term outcomes.
• Ability to lead in a remote, globally distributed team.
• Data-driven mindset using support metrics for improvements.
• Excellent written and verbal communication skills.
• Familiarity with Git, DevOps practices, or GitLab is a plus.

Benefits

• Comprehensive health, financial, and well-being benefits.
• All remote and asynchronous work environment.
• Flexible Paid Time Off.
• Equity Compensation & Employee Stock Purchase Plan.
• Growth and development budget.
• Parental leave.
• Home office support.