Manager, Support Engineering (AMER)

Details

GitLab is seeking a Support Engineering Manager to lead a distributed team of Support Engineers across the AMER region. The role focuses on hiring and developing technical support professionals, improving support processes, adopting AI, and collaborating across departments to improve the customer experience.

Responsibilities

• Partner with other support managers to hire and maintain a world-class Support Engineering team.
• Develop team members' technical skills and experience through mentorship, structured training, and career growth opportunities.
• Foster self-sufficiency, accountability, and alignment with key performance indicators.
• Build scalable processes and workflows that enable effective collaboration and execution.
• Conduct regular one-on-ones to support team growth, address challenges, and create psychological safety.
• Train Support Engineers to conduct high-quality technical interviews.
• Partner across GitLab to understand customer needs and business goals, informing product and support improvements.
• Lead continuous improvement initiatives that enhance the customer experience through measurable, repeatable solutions.
• Document team processes and improve efficiency through tools, process changes, automation, and effective use of AI.

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 teams.
• Analytical and problem-solving skills for troubleshooting complex technical issues and developing these skills within the team.
• Understanding of Linux system administration and web application development concepts.
• Familiarity with MVC frameworks such as Ruby on Rails, Python, Django, PHP, or Laravel.

The Support team works asynchronously across AMER, EMEA, and APAC, handling support tickets, investigating code and logs, and collaborating across departments to resolve customer challenges. The team uses regular pairing sessions, one-on-ones, and Slack conversations.

Benefits

• Benefits supporting health, finances, and well-being.
• Flexible paid time off.
• Team member resource groups.
• Equity compensation and employee stock purchase plan.
• Growth and development fund.
• Parental leave.