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Salary: USD 115,200 - 194,400 / annual
GitLab is seeking a Manager of Support Engineering for the AMER region to lead a distributed team of Support Engineers delivering technical support to enterprise customers. You will manage the full support lifecycle—from initial customer engagement through resolution—while building scalable processes and fostering team growth.
In this role, you'll act as a people manager and technical leader. You'll hire and develop world-class Support Engineers, conduct regular 1:1s to support growth and psychological safety, and mentor team members through structured training and career development. You'll drive team ownership by fostering self-sufficiency and accountability aligned with KPIs. You'll also train Support Engineers to conduct high-quality technical interviews, strengthening your hiring pipeline.
You'll balance direct customer relationships with scaling your team and improving internal processes. Key responsibilities include building scalable workflows that enable effective collaboration, conducting continuous improvement initiatives to enhance customer experience, and documenting team processes to identify efficiency gains through tools, automation, and AI adoption. You'll partner across GitLab—with product, development, and other departments—to deepen understanding of customer needs and inform improvements. As GitLab undergoes its own AI transformation, you'll be a leader in designing and implementing AI strategy for the Support team, coaching your team to use AI effectively in their daily work.
The Support team operates asynchronously across AMER, EMEA, and APAC regions with regular pairing sessions, one-on-ones, and Slack conversations. The team creates an environment where Support Engineers can grow and do their best work, balancing customer needs with team wellbeing.
REQUIREMENTS:
- Ability to lead technical, customer-facing teams and support the growth of Support Engineers at different levels through feedback, mentoring, and growth opportunities
- Ability to create and implement processes and procedures that improve team efficiency
- Ability to provide technical customer support and manage the full support lifecycle, from understanding customer needs and initial engagement through resolution, in collaboration with development
- Analytical and problem-solving skills to troubleshoot complex technical issues and the ability to grow your team's problem-solving skills
- Understanding of Linux System Administration and web application development concepts (with MVC frameworks such as Ruby on Rails, Python, Django, PHP, or Laravel)
