Manager, Support Engineering – AMER

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Recruit and maintain a high-performing Support Engineering team dedicated to providing outstanding technical support to GitLab's customers.

• Enhance team members' technical abilities and knowledge through mentorship, structured training, and opportunities for career advancement.

• Foster team ownership, autonomy, accountability, and alignment with key performance metrics.

• Develop scalable processes and workflows to facilitate effective collaboration and execution.

• Conduct regular one-on-one meetings to support development, address challenges, and promote psychological safety.

• Train Support Engineers to perform high-quality technical interviews.

• Collaborate across GitLab to understand customer requirements and business objectives, guiding product and support enhancements.

• Lead initiatives for continuous improvement that elevate customer experience through measurable and repeatable solutions.

• Document team processes and enhance efficiency through tools, process modifications, automation, and effective use of AI.

⛳️ Requirements

• Proven ability to lead technical, customer-facing teams and support the development of Support Engineers at various levels through feedback, mentoring, and growth opportunities.

• Demonstrated capability to create and implement processes and procedures that enhance team efficiency.

• Proficiency in providing technical customer support and managing the entire support lifecycle, from understanding customer needs and initial engagement to resolution, in collaboration with development teams.

• Strong analytical and problem-solving skills for troubleshooting complex technical issues, along with the ability to enhance your team’s problem-solving capabilities.

• Familiarity with Linux System Administration and web application development concepts, including MVC frameworks such as Ruby on Rails, Python, Django, PHP, or Laravel.

🏝️ Benefits

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

• Flexible Paid Time Off.

• Access to Team Member Resource Groups.

• Equity Compensation & Employee Stock Purchase Plan.

• Growth and Development Fund.

• Parental Leave.