Overview
Manager, Support Engineering for GitLab’s US Government support team, owning end-to-end support delivery for US Government customers.
What you'll do
- Lead Support Engineers troubleshooting complex environments and ensuring high-quality case resolution.
- Collaborate to design and evolve the support model, processes, and tooling.
- Drive hiring, interviewing, onboarding, and development of Support Engineers.
- Partner with product and engineering teams to share customer insights for government use cases.
- Participate in the manager on-call rotation and coordinate escalated, critical situations.
- Support via customer calls, ticket reviews, and hands-on guidance for complex or sensitive issues.
- Coach and mentor engineers on technical troubleshooting, communication, and development.
What you'll need
- Experience leading and developing support engineering teams during growth and change.
- Background managing technical support for complex enterprise products.
- Familiarity with US Government customers and how their needs and constraints differ.
- Ability to hire, onboard, and grow support engineers and build balanced teams.
- Skill in coaching and mentoring engineers through challenging issues and escalations.
- Experience handling crisis or high-severity production incidents with clear internal and customer communication.
- Comfort collaborating cross-functionally with engineering and product.
Details
- Location: Remote, United States.
Read the full description and apply on the company’s own careers page.
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