Manager, Support Engineering

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

📋 Description

• Lead a team of Support Engineers dedicated to troubleshooting complex environments for US Government clients while ensuring high-quality case resolutions.

• Collaborate with fellow Support Engineering Managers to design, enhance, and evolve the support model, processes, and tools.

• Drive recruitment efforts, encompassing sourcing, interviewing, onboarding, and the development of Support Engineers.

• Partner with product and engineering teams to relay customer insights and influence GitLab's products and services tailored for government use cases.

• Participate in the manager on-call rotation during business hours to coordinate responses to escalated and critical customer issues.

• Engage in customer calls, review tickets, and provide hands-on assistance for complex or sensitive matters.

• Mentor and coach Support Engineers on technical troubleshooting, communication skills, and professional growth.

• Identify trends in government customer requirements and implement changes to improve the support experience.

⛳️ Requirements

• Proven experience in leading and developing support engineering teams, particularly during periods of growth and transition.

• Background in managing technical support for complex enterprise products, ideally within environments that handle sensitive or regulated data.

• Understanding of US Government customers and their unique needs, processes, and constraints.

• Capability to hire, onboard, and nurture support engineers.

• Proficiency in coaching and mentoring engineers through challenging customer issues, escalations, and professional development discussions.

• Experience managing crisis or high-severity incidents in production settings.

• Excellent communication with internal teams and customers during incidents.

• Comfortable collaborating with engineering and product partners to advocate for customer needs and steer product direction.

• Willingness to consider candidates with transferable leadership and support experience, even if they lack a specifically government-focused background.

🏝️ Benefits

• Benefits designed to support your health, finances, and overall well-being.

• Flexible Paid Time Off.

• Team Member Resource Groups.

• Equity Compensation & Employee Stock Purchase Plan.

• Growth and Development Fund.

• Parental Leave.