Specialty
The role
GitLab is hiring a Manager of Assigned Support Engineering for EMEA. You will lead engineers who give relationship-based technical support to GitLab's largest enterprise customers, handle escalations and help bring at-risk accounts back to health.
What you will do
- Hire, coach and develop Assigned Support Engineers with regular 1:1s and direct feedback
- Set goals and track onboarding, customer relationships, escalations and KPIs
- Lead customer escalations end to end with Engineering, Product, Sales and Customer Success
- Work with account teams on recovery plans for at-risk customers, including renewal risk
- Help engineers present outcomes and ROI to customers and executives
- Improve the program and share utilization data for capacity and headcount planning
What they ask for
- 5+ years in technical support, including at least 2 years managing customer-facing technical teams
- Experience with high-touch or assigned support for enterprise customers
- Record of handling escalations with customers and internal teams
- Ability to turn complex situations into clear written summaries tied to measurable outcomes
- Willingness to be available outside standard hours, including weekends, for critical escalations
- Technical grounding in Linux administration and web application development; Git or GitLab familiarity helps
This is our own short reading of the posting. The full description, and anything that has changed since, is on GitLab's careers page behind the apply button.
