[Remote] Manager, Support Engineering (AMER) at GitLab

Americas

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Software DevelopmentIndustries

Requirements

Experience leading and scaling Customer Support Engineering teams
Track record of developing team members and driving measurable results
Experience creating and implementing processes and procedures that improve team efficiency
Experience providing technical customer support and managing 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

Responsibilities

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 your 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

Skills

Support Engineering

Technical Support

Team Management

Hiring

Customer Support

DevSecOps

AI Tools

SDLC

Process Improvement

Cross-functional Collaboration

GitLab

Unified DevOps platform for software development

About GitLab

GitLab offers a DevOps platform that simplifies the software development process by providing a single application for collaboration, visibility, and speed. The platform integrates various tools needed for software development, which helps teams manage their projects more efficiently without juggling multiple tools. This allows companies to concentrate on enhancing their products instead of spending too much time on builds. GitLab serves a wide range of clients, including large corporations from different industries, demonstrating its versatility. The company operates on a subscription-based model, where clients pay for access to the platform, which includes features for continuous integration and deployment. GitLab also provides free trials and regularly updates its platform to deliver ongoing value to its users. By customizing its offerings and partnering with other technology providers, GitLab aims to enhance its ecosystem and drive revenue.

San Francisco, CaliforniaHeadquarters

2014Year Founded

$421.8MTotal Funding

IPOCompany Stage

Consulting, Enterprise SoftwareIndustries

1,001-5,000Employees

Benefits

Spending Company Money

Equity Compensation

Life Insurance

Financial Wellness

Paid Time Off

Growth and Development Benefit

GitLab Contribute

Business Travel Accident Policy

Immigration

Employee Assistance Program

Incentives

All-Remote

Part-time contracts

Meal Train

Fertility & Family Planning

Parental Leave

Risks

AI-powered coding assistants like Claude pose a competitive threat to GitLab's platform.

Potential sale to Datadog may lead to strategic shifts misaligned with customer expectations.

Integration of Oxeye may distract from GitLab's core DevOps offerings.

Differentiation

GitLab offers a unified DevOps platform, reducing complexity in software development.

The platform integrates tools for collaboration, visibility, and speed, enhancing development processes.

GitLab's open-source model fosters continuous innovation with a large developer community.

Upsides

Acquiring Oxeye enhances GitLab's cloud security, appealing to security-conscious enterprises.

Partnership with Ooredoo Kuwait expands GitLab's influence in the telecommunications sector.

Potential sale to Datadog could create strategic synergies and expand market reach.

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