Manager, Assigned Support Engineering (EMEA)

Overview

Manage a team of Assigned Support Engineers who provide relationship-based technical support to GitLab's largest enterprise customers, working proactively to find root causes, prevent repeat issues, and demonstrate customer ROI.

What you'll do

• Hire, coach, and develop ASEs, holding regular 1:1s, giving direct feedback, addressing performance issues early, and building a team where people feel safe raising problems.
• Pay attention to engagement and retention, and coach the team on GitLab's values and operating principles.
• Train ASEs to run technical interviews so the hiring pipeline does not depend on you.
• Set clear goals and expectations, track progress across onboarding, relationships, escalations, and KPIs, and connect the team's work to company priorities.
• Help ASEs prioritize across accounts when everything feels urgent.
• Lead escalations from start to finish, working with Engineering, Product, Sales, and Customer Success, and keep the customer informed and confident in the plan.
• Work alongside account teams to bring at-risk customers back to health, including renewal and expansion risk driven by support concerns, building the recovery plan, driving the technical side, and reporting on progress until the customer is stable.
• Help ASEs translate their actions and activity into outcomes, deliverables, and ROI, and present that to customers and executives in clear decks covering what happened, what you're doing about it, and what comes next.
• Work with the ASE leadership team on initiatives that improve the program and customer outcomes, and see them through to results.
• Partner with Sales, Customer Success, CSMs, Product, and Engineering to push for what customers need, and contribute utilization and onboarding data to capacity and headcount planning with Finance and sales leadership.
• Document how the team works and find ways to make it more efficient through tools, process changes, and automation.
• Use AI well in your own work and coach ASEs to do the same.

What you'll need

• 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.
• A strong record of handling escalations with both internal teams and customers.
• The ability to turn a complicated or nuanced situation into a clear written story and tie activity to outcomes with numbers.
• A customer-centric approach balanced with good judgment about what the service, the team, and the company can deliver.
• Experience working with account teams to bring struggling customers back to health.
• A record of getting work done across teams through influence and strong working relationships.
• Ability to work with Sales, CS, and account teams to set clear expectations for the ASE service and find the right path for each customer.
• Willingness to be available outside standard hours, including weekends, for occasional critical escalations or customer-impacting incidents.
• Comfort with ambiguity and change, keeping a team steady while priorities, processes, and the program evolve.
• A strong technical foundation to guide engineers in complex, production-critical environments, including Linux system administration and web application development concepts.
• A history of developing engineers at different skill levels through real feedback, mentoring, and clear expectations.
• Process skills that make a team more efficient without adding bureaucracy, and comfort leading a remote, globally distributed team using metrics and customer feedback.

Nice to have

• Experience across Self-Managed, GitLab Dedicated, and GitLab.com.
• Familiarity with Git, DevOps practices, or GitLab.

Details

• Location: Remote, United Kingdom.
• The ASE team is spread across AMER, EMEA, and APAC and works mostly async, with regular pairing sessions, 1:1s, and Slack.