Manager, Support Engineering (AMER)

An overview of this role

Like other Managers, Support Managers at GitLab see the team as their product. While they know how to communicate with customers, their time is spent hiring a world-class team and enabling their team to succeed. With Support Engineers, Support Managers own the customer support experience and are always looking to improve the efficiency of our support. Due to the platform nature of GitLab, they must also coordinate across departments to accomplish collaborative goals. 

Some examples of our projects of which managers were involved in shepherding: 

• A tool to quickly analyze strace output
• A solution to capture the state of a customer’s server for easier troubleshooting
• A tool which turns log files into interactive tables to easily sort and filter columns
• A functionality to ChatOps to make it easier to identify user accounts on GitLab.com

What you’ll do  

• Hire a world-class team of Support Engineers who are focused on delivering excellent technical support
• Help Support Engineers level up in their skills and experience
• Drive team members to be self-sufficient and meet KPI goals
• Build processes that enable team members to collaborate and execute
• Hold regular 1:1s with all members of your team
• Help GitLab better understand our customers and their business goals
• Create a sense of psychological safety in your team
• Train Support Engineers to conduct technical interviews
• Improve the customer experience in measurable and repeatable ways

What you’ll bring 

• Experience leading Support Engineering teams
• Extensive experience building and scaling teams  
• Focus on employee development and the achievement of desired results
• Advanced analytical and problem-solving skills
• Experience creating and implementing new processes and procedures
• Affinity for (and experience with) providing technical customer support
• Extensive experience in leading teams to take ownership and work to manage the entire issue lifecycle, from customer to development team, to resolution
• An understanding of what it takes to execute complex Linux System Administration tasks
• Prior Web application development experience using an MVC framework (e.g. Ruby on Rails, Python, Django, PHP, Laravel)

About the team

The Support team is distributed all over the world across AMER, EMEA, and APAC regions. Support Engineers and Managers work on Support Tickets and help GitLab’s customers, but they also dig into the code and logs to find out why something is not working as expected. The Collaboration here at GitLab is extraordinary and exciting. Support Engineers collaborate on solving complex problems and participate in regular pairing sessions, one-on-ones, as well as coffee chats and Slack conversations, which help them stay connected. Support Team members are core contributors to our customer experience. We think a healthy team delivers a healthy customer experience. We focus on building processes at the intersection of our customers' needs and our team’s well-being. GitLab Team Members have the opportunity for flexibility in their days to achieve that healthy balance. Thanks to our Transparency value, you can see what we are working on in our Support Team page. Additionally, you can see our company roadmap and listen to some of our meetings. 

How GitLab will support you

• Benefits to support your health, finances, and well-being
• All remote, asynchronous work environment
• Flexible Paid Time Off
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and development budget 
• Parental leave 
• Home office support

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.