GitLab - Manager, Assigned Support Engineering (EMEA)

• 5+ years in technical support, with at least 2 years managing customer-facing technical teams. • Experience with high-touch or assigned support for enterprise customers. Professional services delivery counts. Experience across Self-Managed, GitLab Dedicated, and GitLab.com is a plus. • A strong record of handling escalations with both internal teams and customers. You stay calm, keep people aligned, and know when to bring in leadership. • The ability to turn a complicated or nuanced situation into a clear written story and tie activity to outcomes with numbers. • A customer-centric approach balanced with good judgment about what the service, the team, and the company can deliver, and experience working with account teams to bring struggling customers back to health. • A record of getting work done across teams through influence and strong working relationships. You can work with Sales, CS, and account teams to set clear expectations for the ASE service and find the right path for each customer. • Willingness to be available outside standard hours, including weekends, for the occasional critical escalation or customer-impacting incident. • Comfort with ambiguity and change. You keep a team steady while priorities, processes, and the program evolve, and you explain the reasons for changes so people stay engaged. • A strong technical foundation to guide engineers in complex, production-critical environments, including Linux system administration and web application development concepts. Familiarity with Git, DevOps practices, or GitLab is helpful. • A history of developing engineers at different skill levels through real feedback, mentoring, and clear expectations. • Process skills that make a team more efficient without adding bureaucracy, and comfort leading a remote, globally distributed team using metrics and customer feedback. • The ASE team is spread across AMER, EMEA, and APAC and works mostly async, with regular pairing sessions, 1:1s, and Slack. We support GitLab's largest and most strategic customers, who run GitLab in production-critical environments. We dig into code and logs, work across departments, and focus on root cause, trends, preventing repeat issues, and providing the technical acumen that helps customers get the most value out of GitLab for their business. • How GitLab Supports Full-Time Employees • Benefits to support your health, finances, and well-being • Flexible Paid Time Off • Team Member Resource Groups • Equity Compensation & Employee Stock Purchase Plan • Growth and Development Fund • Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application. • Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process. • Country Hiring Guidelines: