Senior Manager, Assigned Support Engineering

Position Overview

GitLab is seeking a Senior Manager for the Assigned Support Engineering team. This role will lead a globally distributed team of seasoned Support Engineers dedicated to providing proactive, relationship-based technical support to GitLab's largest and most strategic customers. The position is crucial for enhancing customer satisfaction, reducing resolution times, and increasing product adoption. Collaboration with Sales, Customer Success, Product, and Engineering teams is essential to deliver a high-touch support experience aligned with GitLab's values.

About GitLab

GitLab is an open-core software company developing the most comprehensive AI-powered DevSecOps Platform, utilized by over 100,000 organizations. Our mission is to empower everyone to contribute to and co-create the software that powers our world, accelerating human progress. GitLab fosters a high-performance culture driven by values and continuous knowledge exchange, enabling team members to reach their full potential.

Responsibilities

• Lead a high-performing global team of Assigned Support Engineers focused on premium customer accounts.
• Define and drive the strategy for the enhanced, assigned support offering, aligning with GitLab’s broader Customer Support and Success teams and product adoption goals.
• Mentor, coach, and grow team members, fostering a culture of continuous improvement and customer empathy.
• Establish operational excellence by implementing and optimizing processes for onboarding, ticket management, and customer engagement.
• Ensure applicable SLAs and KPIs are consistently met or exceeded.
• Collaborate cross-functionally with Sales, CSAs, CSMs, SAs, Product Management, Engineering, and other leaders to advocate for customer needs and share insights from support interactions.
• Drive escalations and incident response for critical customer issues, serving as an executive stakeholder contact when needed.
• Analyze data and feedback to continuously refine team operations, capacity planning, and customer engagement models.
• Champion the voice of the customer in internal planning and development discussions.

Requirements

• 8+ years of experience in technical support.
• 3+ years in a people management role, preferably within a high-growth, SaaS, or open-source environment.
• Proven experience managing a high-touch or assigned support function and/or professional service function for enterprise-level customers.
• Strong technical aptitude, with the ability to guide and support engineers in complex, production-critical environments.
• Deep customer empathy with a focus on proactive service and long-term customer outcomes.
• Demonstrated ability to lead through influence and collaboration in a fully remote, globally distributed team.
• Data-driven mindset with experience using support metrics and feedback loops to drive improvements.
• Excellent communication skills, both written and verbal.
• Familiarity with Git, DevOps practices, or GitLab is a strong plus.

Application Instructions

Please refer to the original job posting for application instructions.

Company Information

• Company: GitLab
• Industry: Software (DevSecOps Platform)
• Culture: High-performance, collaborative, transparent, iterative, AI-driven.
• Mission: To enable everyone to contribute to and co-create the software that powers our world.