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GitLab is seeking a Manager of Support Engineering to lead the US Government support team. In this role, you'll own end-to-end delivery of world-class support for GitLab's US Government customers, managing a team of support engineers who troubleshoot complex enterprise deployments in highly regulated environments.
Key responsibilities include:
- Leading a team of Support Engineers focused on troubleshooting complex environments and ensuring high-quality case resolution for government customers
- Collaborating with peer Support Engineering Managers to design, refine, and evolve support models, processes, and tooling
- Driving hiring efforts to build and grow a strong team, from sourcing and interviewing through onboarding and development
- Partnering with product and engineering teams to share customer insights and influence how GitLab's products evolve for government use cases
- Participating in the manager on-call rotation during working hours to coordinate responses to escalated and critical customer situations
- Providing hands-on support by joining customer calls, reviewing tickets, and offering guidance on complex or sensitive issues
- Coaching and mentoring Support Engineers on technical troubleshooting, communication, and professional development
- Championing continuous improvement by identifying patterns in government customer needs and implementing enhancements to the support experience
You should bring experience leading and developing support engineering teams, managing technical support for complex enterprise products in regulated environments, and familiarity with US Government customer needs and constraints. Experience handling crisis or high-severity incidents in production environments is important, as is the ability to collaborate cross-functionally with engineering and product teams. The role values transferable leadership and support experience, even if not exclusively government-focused.
