Senior Manager, Assigned Support Engineering (AMER or EMEA)

GitLab is an open-core software company that develops the most comprehensive AI-powered DevSecOps Platform, used by more than 100,000 organizations. Our mission is to enable everyone to contribute to and co-create the software that powers our world. When everyone can contribute, consumers become contributors, significantly accelerating human progress. Our platform unites teams and organizations, breaking down barriers and redefining what's possible in software development. Thanks to products like Duo Enterprise and Duo Agent Platform, customers get AI benefits at every stage of the SDLC. 🚀

The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software.

About the Role

GitLab’s Support Engineering team is a globally distributed organization committed to providing world-class technical support to our customers. As a Senior Manager for the Assigned Support Engineering team, you will lead a team of seasoned Support Engineers who deliver proactive, relationship-based technical support to our largest and most strategic customers.

This role is instrumental in driving customer satisfaction, reducing time-to-resolution, and improving product adoption. You’ll work closely with Sales, Customer Success, Product, and Engineering teams to ensure we deliver an integrated, high-touch support experience that reflects GitLab’s values of collaboration, transparency, and iteration.

What You’ll Do

• Lead a high-performing global team of Assigned Support Engineers focused on premium customer accounts
• Define and drive the strategy for the enhanced, assigned support offering, aligning with GitLab’s broader Customer Support and Success teams and product adoption goals
• Mentor, coach, and grow team members, fostering a culture of continuous improvement and customer empathy
• Establish operational excellence by implementing and optimizing processes around onboarding, ticket management, and customer engagement
• Ensure applicable SLAs and KPIs are consistently met or exceeded
• Collaborate cross-functionally with Sales, CSAs, CSMs, SAs, Product Management, Engineering, and other leaders to advocate for customer needs and share insights from support interactions
• Drive escalations and incident response for critical customer issues, serving as a point of contact for executive stakeholders when needed
• Analyze data and feedback to continuously refine team operations, capacity planning, and customer engagement models
• Champion the voice of the customer in internal planning and development discussions

What You’ll Bring

• 8+ years of experience in technical support, with 3+ years in a people management role—preferably within a high-growth, SaaS or open-source environment
• Proven experience managing a high-touch or assigned support function and/or professional service function for enterprise level customers
• Strong technical aptitude, with the ability to guide and support engineers working in complex, production-critical environments
• Deep customer empathy with a focus on proactive service and long-term customer outcomes
• Demonstrated ability to lead through influence and collaboration in a fully remote, globally distributed team
• Data-driven mindset with experience using support metrics and feedback loops to drive improvements
• Excellent communication skills, both written and verbal
• Familiarity with Git, DevOps practices, or GitLab is a strong plus

Performance Indicators

• Customer satisfaction (CES) and Net Promoter Score (NPS)
• Support SLA/SLO adherence
• Ticket deflection and time-to-resolution improvements
• Internal and external stakeholder feedback
• Team engagement and retention
• Contribution to product quality via customer feedback loops
• Projects

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 helping 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 solve complex problems together and participate in regular pairing sessions and 1:1s, as well as coffee chats and Slack conversations that help them stay connected. Support Team members are core contributors to our customer experience. We think a healthy customer experience is delivered by a healthy team. We focus on building processes at the intersection of our customer needs and our team’s wellbeing. GitLab Team Members have the opportunity for flexibility in their days to achieve that healthy balance.

GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.