Manager, Assigned Support Engineering – EMEA

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Oversee a team of Assigned Support Engineers, delivering relationship-focused technical assistance to GitLab's largest enterprise clients.

• Recruit, mentor, and nurture ASEs; hold one-on-one meetings, provide constructive feedback, address performance challenges, and foster a culture of psychological safety.

• Track engagement and retention, guiding the team in line with GitLab's core values and operational principles.

• Educate ASEs on conducting technical interviews.

• Establish goals and expectations, monitor onboarding processes, manage relationships, handle escalations, and evaluate KPIs, ensuring alignment with company objectives.

• Coordinate escalations from inception to resolution alongside Engineering, Product, Sales, and Customer Success teams.

• Mitigate risks for at-risk customers, particularly regarding renewal and expansion issues linked to support concerns.

• Convert ASE activities into measurable outcomes, deliverables, and ROI, presenting these to clients and company executives.

• Spearhead initiatives with the ASE leadership team aimed at enhancing the program and improving customer outcomes.

• Collaborate with Sales, Customer Success, CSMs, Product, Engineering, Finance, and sales leadership to address customer requirements, capacity, and workforce planning.

• Record and refine team processes, increasing efficiency through tools, process improvements, automation, and AI.

⛳️ Requirements

• Over 5 years of experience in technical support, including a minimum of 2 years in managing customer-facing technical teams.

• Proven experience providing high-touch or assigned support for enterprise clients; experience in professional services delivery is also applicable.

• Familiarity with Self-Managed, GitLab Dedicated, and GitLab.com is advantageous.

• Demonstrated track record of effectively managing escalations with both internal teams and clients.

• Capability to distill complex or nuanced scenarios into clear written narratives and connect activities to outcomes with quantitative metrics.

• Customer-focused mindset with experience collaborating with account teams to restore struggling customers to a healthy state.

• Proven ability to achieve results across teams through influence and strong professional relationships.

• Availability outside standard hours, including weekends, for critical escalations or incidents affecting customers is essential.

• Comfort in navigating ambiguity and change.

• Strong technical foundation, encompassing Linux system administration and web application development concepts.

• Familiarity with Git, DevOps practices, or GitLab is beneficial.

• History of developing engineers at various skill levels through feedback, mentoring, and setting clear expectations.

• Process-oriented skills for enhancing team efficiency and comfort in leading a remote, globally distributed team using metrics and customer feedback.

🏝️ Benefits

• Comprehensive benefits to support your health, finances, and overall well-being.

• Flexible Paid Time Off policy.

• Access to Team Member Resource Groups.

• Equity compensation and Employee Stock Purchase Plan.

• Growth and Development Fund.

• Parental Leave.

• Opportunity for remote work arrangements.