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As a Support Manager at GitLab, you will lead and develop a world-class Support Engineering team, focusing on delivering exceptional technical support and continuously improving problem-solving processes. You will balance direct customer relationships with strategic work, scaling your team, building internal processes, and collaborating across departments to enhance support efficiency. Key responsibilities include hiring, mentorship, driving team ownership, building scalable workflows, conducting 1:1s, training interviewers, and leading continuous improvement initiatives to enhance customer experience.

Assigned Support Engineer (Australia)

GitLab is an open-core software company that develops the most comprehensive <a href="https://about.gitlab.com/solutions/devops-platform" target="blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">AI-powered DevSecOps Platform</a> , used by more than 100,000 organizations. Our <a href="https://about.gitlab.com/company/mission" target="blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">mission</a> is to enable everyone to contribute to and co-create the software that powers our world. When everyone can contribute, consumers become contributors, significantly accelerating human progress. Our platform unites teams and organizations, breaking down barriers and redefining what's possible in software development. Thanks to products like <a href="https://about.gitlab.com/gitlab-duo/" target="blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">Duo Enterprise</a> and <a href="https://about.gitlab.com/blog/gitlab-duo-agent-platform-what-is-next-for-intelligent-devsecops/" target="blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">Duo Agent Platform</a> , customers get AI benefits at every stage of the SDLC. The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our <a href="https://handbook.gitlab.com/handbook/values/" target="blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">values</a> and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. <a href="https://www.youtube.com/watch?v=OuZIb5zszQI" target="blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">Co-create the future with us</a> as we build technology that transforms how the world develops software.**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:<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed"><a href="https://gitlab.com/gitlab-com/support/toolbox/gitlab-detective" target="_blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">A tool to automatically check a GitLab Omnibus install for known issues</a></li><li class="leading-relaxed">A <a href="https://gitlab.com/gitlab-com/support/toolbox/gitlabsos" target="_blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">solution to capture the state of a customer’s server</a> for easier troubleshooting</li><li class="leading-relaxed"><a href="https://gitlab.com/gitlab-com/support/toolbox/sosparser" target="_blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">A tool which turns log files into interactive tables to easily sort and filter columns</a></li><li class="leading-relaxed">A functionality to <a href="https://docs.gitlab.com/ee/ci/chatops/" target="_blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">ChatOps</a> to make it easier to identify user accounts on GitLab.com</li></ul>**What you’ll do**<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">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.</li><li class="leading-relaxed">Develop your team members' technical skills and experience through mentorship, structured training, and career growth opportunities.</li><li class="leading-relaxed">Drive team ownership by fostering self-sufficiency, accountability, and alignment with key performance indicators.</li><li class="leading-relaxed">Build scalable processes and workflows that enable your team to collaborate effectively and execute with excellence.</li><li class="leading-relaxed">Conduct regular 1:1s with all team members to support their growth, address challenges, and create psychological safety.</li><li class="leading-relaxed">Train Support Engineers to conduct high-quality technical interviews, strengthening your hiring pipeline.</li><li class="leading-relaxed">Partner across GitLab to deepen understanding of customer needs and business goals, informing product and support improvements.</li><li class="leading-relaxed">Lead continuous improvement initiatives that enhance the customer experience through measurable, repeatable solutions.</li></ul>**What you’ll bring**<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Experience leading and scaling Customer Support Engineering teams.</li><li class="leading-relaxed">Track record of developing team members and driving measurable results.</li><li class="leading-relaxed">Experience creating and implementing processes and procedures that improve team efficiency.</li><li class="leading-relaxed">Experience providing technical customer support and managing the full support lifecycle, from understanding customer needs and initial engagement through resolution, in collaboration with development.</li><li class="leading-relaxed">Analytical and problem-solving skills to troubleshoot complex technical issues and the ability to grow your team’s problem-solving skills.</li><li class="leading-relaxed">Understanding of Linux System Administration and web application development concepts (with MVC frameworks such as Ruby on Rails, Python, Django, PHP, or Laravel).</li></ul>**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 [](https://handbook.gitlab.com/handbook/support/) the <a href="https://handbook.gitlab.com/handbook/support/" target="_blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">Support team handbook page</a> .

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Quince, founded in 2018, is a direct-to-consumer tech company disrupting retail by offering high-quality essentials at low prices, produced sustainably. They prioritize customer satisfaction, quality, essential design, value, and social responsibility. The Production Manager will drive vendor experience, shorten lead times, and ensure on-time delivery, reporting to the regional head of production and collaborating with sourcing and logistics teams. This role involves optimizing supply chain operations and managing strategic vendor partnerships to achieve high performance and customer satisfaction.

At Quince, we’re not just building teams; we’re seeking individuals who are ready to make significant contributions in a streamlined and efficient environment. Our organizational structure is intentionally lean, allowing team members to have a major impact swiftly and efficiently. This approach ensures that innovation and decision-making processes thrive, enabling you to focus on what truly matters - achieving results and advancing our mission. We craft roles that are not only vital to our business needs but also provide substantial opportunities to make a meaningful impact. Our aim is for every employee’s efforts to directly advance our mission of delivering high-quality products at fair prices.

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<h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">ABOUT QUINCE</h2>Founded in 2018, Quince was built to challenge the idea that nice things have to cost a lot. Our mission is simple: to make really high quality essentials for really low prices, produced fairly and sustainably. We believe everyone deserves exceptional craftsmanship and timeless design without the traditional markups. Quince is a direct-to-consumer (DTC) model that cuts out middlemen and leverages just-in-time manufacturing to minimize waste and maximize value.Quince is a tech company disrupting the retail industry by putting AI, analytics and automation at the center of everything we do. Our unwavering commitment to excellence and company values guide our teams and actions:<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Customer First: We prioritize customer satisfaction in every decision.</li><li class="leading-relaxed">High Quality: True quality means premium materials and rigorous production standards you can feel good about.</li><li class="leading-relaxed">Essential Design: We focus on timeless, functional essentials instead of chasing trends.</li><li class="leading-relaxed">Always a Better Deal: Innovation and transparency ensure value for both customers and partners.</li><li class="leading-relaxed">Social & Environmental Responsibility: We commit to sustainable materials, ethical production, and fair wages.</li></ul>Quince partners with world-class manufacturers across the globe and serves millions of customers. With strong investor backing and a focus on sustainable growth, we are a company that is rapidly scaling while maintaining a commitment to quality, simplicity, and radical price transparency.<h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">OUR TEAM AND SUCCESS</h2>At Quince, you will be part of a high-performing team that is redefining what quality, value, and sustainability mean in modern retail. We are a destination for builders, innovators, and operators to come together and challenge the status quo. Our collective ambition is bold. We are creating an entirely new category and customer experience – one that democratizes luxury and provides high quality products at radically low prices. That mission demands a world-class team committed to excellence.If you are motivated by impact, growth, and purpose, you will find a strong sense of belonging at Quince.<h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">THE IDEAL CANDIDATE:</h2>The ideal candidate is a self-starter, problem-solver and successful in combining technology and data into best-in-class outcomes. The candidate is energized by solving complex business problems and consistently effective in making high-judgment decisions at rapid pace amidst the frequent ambiguity that comes with charting a course of action with no precedent. Moreover, the ideal candidate is energized by an environment where strategy, innovation and decision-making are intentionally distributed, where candor, speed and data are highly valued and colleagues at all levels hold each other to unusually high standards on behalf of Quince customers.As a Production Manager, you will be responsible for creating great vendor experience, and driving initiatives with vendors shortening the lead time and ensuring vendors are delivering on time to keep our in stock high. You will report to the regional head of production and will work cross-functionally with our global-based sourcing team and logistics team.<h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">RESPONSIBILITIES:</h2><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Conduct end to end lead time production assessments and implement key initiatives to measure and drive shorter production lead time - enhance efficiency and effectiveness.</li><li class="leading-relaxed">Explore cost savings opportunities within the production, ensuring efficient utilization of time and resources.</li><li class="leading-relaxed">Work closely with the materials sourcing team, inventory planning team, overseeing production efficiency to optimize supply chain operations.</li><li class="leading-relaxed">Manage strategic partnerships with vendors, ensuring great experience working with Quince and that they're compliance with the company's needs and demands.</li><li class="leading-relaxed">Manage suppliers on time delivery metrics to hit 90% OTD with every supplier within your responsibility</li><li class="leading-relaxed">Able to work with vendors and engineers to achieve data quality standards and become expert in using internal tools and portals to achieve results</li><li class="leading-relaxed">Able to work with cross-functional team, collate information (in a scalable way) to drive vendor performance, ensuring best customer experience</li><li class="leading-relaxed">Conduct Quarterly Business Reviews with management of each partner Strategy, Business Highlights, Performance, Areas for improvement</li></ul><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">REQUIREMENTS:</h2><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">10 years of Sourcing or Procurement, deep understanding of Suppliers' end to end production processes</li><li class="leading-relaxed">Operating with major China / US-based online retailers (M2C)</li><li class="leading-relaxed">Strong network with partner factory in sourcing for Apparel and Home</li><li class="leading-relaxed">GM mindset with a supply chain background and manufacturing (lean/ JIT) experience</li><li class="leading-relaxed">Highly organized, detail-oriented and analytical with focus on execution, problem solving, improving processes and brand enhancement.</li><li class="leading-relaxed">Continuous learner and highly curious; always open to considering new perspectives; proactive when changing course and facing added challenges.</li><li class="leading-relaxed">Excellent written and verbal communication, presentation, and interpersonal skills</li><li class="leading-relaxed">Bachelor's Degree, preferred.</li></ul><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">WHY QUINCE?</h2>Joining Quince means being part of a mission-driven team reshaping retail. You will work alongside talented colleagues, tackle meaningful challenges, and contribute to building a more sustainable, accessible future for customers and partners alike.<h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">EQUAL OPPORTUNITY & HIRING INTEGRITY</h2>Quince provides equal employment opportunities to all employees and applications for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran or military status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.Quince is committed to providing reasonable accommodations to qualified individuals with disabilities. If you need a reasonable accommodation to complete your application or to perform the essential functions of a role at Quince, please let us know by completing <a href="https://forms.gle/DpJ11jHa1WbqfUWB9" target="_blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">this accommodation form</a>.We review all requests individually and will work with you to determine appropriate accommodations on a case-by-case basis.Employment is contingent upon successful completion of a background check. Quince will conduct background checks in compliance with applicable federal, state, and local laws.Security Advisory: Beware of FraudsAt Quince, we're dedicated to recruiting top talent who share our drive for innovation. To safeguard candidates, Quince emphasizes legitimate recruitment practices. Initial communication is primarily via official Quince email addresses and LinkedIn; beware of deviations. Personal data and sensitive information will not be solicited during the application phase. Interviews are conducted via phone, in person, or through the approved platforms Google Meets or Zoom—never via messaging apps or other calling services. Offers are merit-based, communicated verbally, and followed up in writing. If personal information is requested to initiate the hiring process, rest assured it will be through secure and protected means.<h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Create a Job Alert</h2>Interested in building your career at Quince? Get future opportunities sent straight to your email.<a href="https://my.greenhouse.io/users/signin?jobboard=quince&source=jobalertpost" target="_blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">Create alert</a><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Apply for this job</h2><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">indicates a required field</li></ul>First Name*Last Name*Preferred First NameEmail*PhoneCountry*Phone*Resume/CV*AttachAttachDropboxGoogle DriveEnter manuallyEnter manuallyAccepted file types: pdf, doc, docx, txt, rtfCover LetterAttachAttachDropboxGoogle DriveEnter manuallyEnter manuallyAccepted file types: pdf, doc, docx, txt, rtf---EducationDegree*Select...Discipline*Select...Add another---LinkedIn Profile*Are you legally authorized to work in the United States?*Select...Will you now or in the future require sponsorship from Quince for employment visa status?*Select...Submit application

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This assessment gives us an idea of your C++ skills- Companies that evaluate this skillset in interviews: Rockstar Games, Ubisoft, Mayhem Studios, etc.- 10 Multiple Choice questions- Average time to complete: 7 to 10 minutes

Let's assess your Data Structures! - This assessment gives us an idea of your problem solving skills using DSA- Companies that evaluate this skillset in interviews: MPL, LILA Games, GSN Games, etc.- 10 Multiple Choice questions

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Let's assess your Programming Patterns! ????- This assessment gives us an idea of your code architecture skills- Companies that evaluate this skillset in interviews: Dirtcube, PTW, Playshifu, etc.

Programming Patterns

Let's assess your OOPs skills! ????- This assessment gives us an idea of your fundamental OOPS concepts and Solid principles skills- Companies that evaluate this skillset in interviews: Hitwicket, GSN Games, Tomo Club, etc.

Object Oriented Programming

Let's assess your Unity Skills ????- This assessment gives us an idea of your Unity fundamentals- Companies you can apply for after taking this assessment: Godspeed games, Salvation Games, nCore Games, etc.