Specialty
The role
GitLab is hiring a Manager of Support Engineering for the AMER region. You will hire and develop Support Engineers, improve how the team works, and help design the team's AI strategy. The team is distributed across AMER, EMEA and APAC and works asynchronously.
What you will do
- Hire and maintain a Support Engineering team together with other support managers
- Develop team members through mentorship, structured training and regular 1:1s
- Build scalable processes and workflows and align the team with its key performance indicators
- Train Support Engineers to run technical interviews to strengthen hiring
- Partner across GitLab on customer needs and lead continuous improvement of the customer experience
- Document how the team works and use tools, automation and AI to make it more efficient
What they ask for
- Experience leading technical, customer-facing teams and growing engineers at different levels
- Ability to design and implement processes that improve team efficiency
- Experience providing technical customer support across the full support lifecycle, in collaboration with development
- Analytical and problem-solving skills for troubleshooting complex technical issues
- Understanding of Linux system administration and MVC web frameworks such as Rails, Django, PHP or Laravel
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.
