GitLab - Manager, Support Engineering (AMER)
Requirements
• Ability to lead technical, customer-facing teams and support the growth of Support Engineers at different levels through feedback, mentoring, and growth opportunities. • Ability to create and implement processes and procedures that improve team efficiency. • Ability to provide technical customer support and manage 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 skills. • Understanding of Linux System Administration and web application development concepts (with MVC frameworks such as Ruby on Rails, Python, Django, PHP, or Laravel). • We are distributed globally across the AMER, EMEA, and APAC regions and own the customer support experience for GitLab. We work on support tickets, dig into code and logs to troubleshoot issues, and collaborate across departments to resolve customer challenges. Our team operates asynchronously with regular pairing sessions, one-on-ones, and Slack conversations that keep us connected. We create an environment where Support Engineers can grow and do their best work. We build processes that balance customer needs with team wellbeing, recognizing that a healthy customer experience comes from a healthy team. For more on how our team works, see the Support team handbook page • The base salary range for this role’s listed level is currently for residents of the United States only. This range is intended to reflect the role's base salary rate in locations throughout the US. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, alignment with market data, and geographic location. The base salary range does not include any bonuses, equity, or benefits. See more information on our benefits and equity. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.
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. • Document how the team works and find ways to make it more efficient through tools, process changes, and automation. Use AI well in your own work and coach your team to do the same.
Benefits
• $115,200—$194,400 USD • 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:
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