Support Engineering Manager

An overview of this role

Join our US Government support team and shape our future customer experience. You are someone who is self-directed and looking to be responsible for a team and their complete delivery. You will collaborate with global peers, but be singular in your responsibility: Serve our US Government customers. That entails evolving our support approach to make sure we are elevating our experience to exceed their expectations. You should have experience hiring excellent engineers, as well as building processes and supporting enterprise products. 

What You’ll Do  

• Manage a team of tight-knit support engineers who are focused on troubleshooting complex environments for the US Government.
• Collaborate with other Support Engineering managers to design, develop and evolve our approach to providing excellent support
• Focus on hiring the best engineers to meet our changing customer needs
• Partner with greater engineering to make sure that our product evolves to serve our Government customers
• You will join other managers in our on-call rotation (during working hours) to help manage escalated customers
• Support engineers by joining in for customer calls and ticket management as needed by Engineers.

What You’ll Bring 

• Years of experience leading and managing Support Engineering teams – especially through scaling transitions
• A Customer first mindset: Not the customer is always right, but the customer is at the center of everything we do.
• US Government Experience – You understand the ins and outs of how Gov is similar but different to private enterprise
• Excellent hiring manager: You’ve hired and developed new teams. You’ll identify the right folks to hire to deliver now, and the right folks that have growth potential.
• Mentorship: Helping to coach our more junior engineers through challenging customer scenarios as well as professional development
• A Can-do mindset: Managers have influence and direction over their teams and your attitude will be key in guiding and shaping the attitudes of your team
• Experience in Crisis management - Ability to handle high-pressure situations involving sensitive government systems or data
• US Citizen, living and working in the United States

About the team

Our Gov Support team first formed in 2019 and has grown in scale as our Gov customer base adopted and further used more GitLab features. With members across the country, our focus is on balancing sync and async work to serve US Gov customers. You will be joining a team that is a well balanced mix of tenured and newer team members.

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 Fund
• 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.