Manager - Support Engineering

An overview of this role

Like other managers at GitLab you'll see your team as your product. You'll spend your time hiring and developing world-class Support Engineers who deliver exceptional technical support while continuously improving how your team solves problems. As a Support Manager you contribute to the customer support experience across your region balancing direct customer relationships with the strategic work of scaling your team building internal processes and collaborating across departments to ship tools and solutions that make support more efficient. You'll help your team become self-sufficient take ownership of complex issues from initial contact through resolution and create a psychologically safe environment where people grow.

Some examples of our projects:

• A tool to automatically check a GitLab Omnibus install for known issues

• A solution to capture the state of a customer’s server for easier troubleshooting

• A tool which turns log files into interactive tables to easily sort and filter columns

• A functionality to ChatOps to make it easier to identify user accounts on GitLab.com

What you’ll do

• 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.

What you’ll bring

• 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 skills.

• Understanding of Linux System Administration and web application development concepts (with MVC frameworks such as Ruby on Rails Python Django PHP or Laravel).

About the team

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 see our team as our product spending time hiring world-class Support Engineers and enabling them to succeed. We’re focused on building 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.

United States Salary Range

$98000—$210000 USD