SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
GitLab is seeking a Manager for Assigned Support Engineering (EMEA) to lead a team of technical support engineers serving the company's largest enterprise customers. This is a people-management role focused on building and developing a high-performing team that provides proactive, relationship-based technical support rather than ticket-queue work.
In this role, you will:
- Hire, coach, and develop Assigned Support Engineers (ASEs) through regular 1:1s, direct feedback, and early performance management. Build psychological safety and foster a culture where team members feel comfortable raising problems.
- Monitor engagement and retention while coaching the team on GitLab's values and operating principles.
- Train ASEs to conduct technical interviews, reducing dependency on you for hiring.
- Set clear goals and track progress across onboarding, customer relationships, escalations, and KPIs. Help the team prioritize when multiple urgent issues compete for attention.
- Lead escalations end-to-end, coordinating with Engineering, Product, Sales, and Customer Success to mobilize the right resources and keep customers informed.
- Partner with account teams to recover at-risk customers, building recovery plans, driving the technical response, and reporting progress until stability is restored.
- Help ASEs translate technical work into clear outcomes, deliverables, and ROI presentations for customers and executives.
- Collaborate with ASE leadership on program improvements and see initiatives through to results.
- Work cross-functionally with Sales, Customer Success, CSMs, Product, and Engineering to advocate for customer needs and contribute utilization and onboarding data to capacity planning.
- Document team processes and drive efficiency through tools, process improvements, and automation. Model and coach effective AI use.
The ASE team is globally distributed across AMER, EMEA, and APAC, working mostly asynchronously with regular pairing sessions, 1:1s, and Slack communication. The team supports GitLab's most strategic customers running the platform in production-critical environments, focusing on root cause analysis, trend identification, issue prevention, and maximizing customer value.
Requirements:
- 5+ years in technical support, with at least 2 years managing customer-facing technical teams.
- Experience with high-touch or assigned support for enterprise customers (professional services delivery counts). Experience across Self-Managed, GitLab Dedicated, and GitLab.com is a plus.
- Strong track record handling escalations with internal teams and customers; ability to stay calm, keep people aligned, and know when to escalate to leadership.
- Ability to translate complex situations into clear written narratives and tie activity to outcomes with quantifiable metrics.
- Customer-centric approach balanced with sound judgment about service, team, and company capacity. Experience bringing struggling customers back to health through account team collaboration.
- Proven ability to get work done across teams through influence and strong relationships. Can set clear expectations for ASE service with Sales, CS, and account teams.
- Willingness to be available outside standard hours, including weekends, for critical escalations or customer-impacting incidents.
- Comfort with ambiguity and change; ability to keep teams steady while priorities and processes evolve, with clear communication about reasons for change.
- Strong technical foundation to guide engineers in complex, production-critical environments, including Linux system administration and web application development concepts. Familiarity with Git, DevOps, or GitLab is helpful.
- History of developing engineers at different skill levels through real feedback, mentoring, and clear expectations.
- Process skills that improve team efficiency without adding bureaucracy. Comfortable leading remote, globally distributed teams using metrics and customer feedback.
