Manager, Support Engineering (AMER)

Overview

Manage and grow a Support Engineering team in the AMER region, delivering exceptional technical support while improving team processes and adopting AI in support operations.

What you'll do

• Partner with other support managers to 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 by fostering self-sufficiency, accountability, and alignment with key performance indicators.
• Build scalable processes and workflows that enable your team to collaborate effectively and execute with excellence.
• Conduct regular 1:1s with all team members to support their growth, address challenges, and create psychological safety.
• Train Support Engineers to conduct high-quality technical interviews, strengthening your hiring pipeline.
• Partner across GitLab to deepen understanding of customer needs and business goals, informing product and support improvements.
• Lead continuous improvement initiatives that enhance the customer experience through measurable, repeatable solutions.
• 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 your team to do the same.

What you'll need

• 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).

Details

• Location: Remote, Canada; Remote, United States.
• Base salary range for US residents: $115,200 - $194,400 USD (excludes bonuses, equity, and benefits).