Senior Manager, Assigned Support Engineering (AMER or EMEA)

Remote

Apply with AI Apply

Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Software Development, Information Technology, DevSecOpsIndustries

Requirements

Candidates must possess over 8 years of experience in technical support, with at least 3 years in a people management role, preferably in a high-growth SaaS or open-source environment. Proven experience managing high-touch or assigned support functions for enterprise-level customers is required, along with strong technical aptitude and deep customer empathy. Demonstrated ability to lead through influence and collaboration in a fully remote, globally distributed team is essential, as is a data-driven mindset and excellent communication skills. Familiarity with Git, DevOps practices, or GitLab is a strong plus.

Responsibilities

The Senior Manager will lead a global team of Assigned Support Engineers focused on premium customer accounts, defining and driving the strategy for the enhanced support offering. Responsibilities include mentoring and coaching team members, establishing operational excellence through process optimization, and ensuring service level agreements (SLAs) and key performance indicators (KPIs) are met. The role involves cross-functional collaboration with Sales, Customer Success, Product, and Engineering teams to advocate for customer needs, drive escalations and incident response for critical issues, and analyze data to refine team operations and customer engagement models. The manager will also champion the voice of the customer in internal planning and development discussions.

Skills

Technical Support

Customer Relationship Management

Team Leadership

DevSecOps

SDLC

Problem Solving

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