Manager, Support Engineering (AMER)

GitLab · Remote, Canada; Remote, United States · Yesterday

Work mode: Remote
Employment: Full time
Category: Support

ai ai-enablement automation devsecops django gitlab laravel linux mvc php python rails ruby

An overview of this role

Like other managers at GitLab, you'll see your team as your product. You'll spend your time hiring and developing world-class Support Engineers who deliver exceptional technical support while continuously improving how your team solves problems. GitLab is working through it’s own AI transformation so you’ll be a leader in designing and implementing AI strategy for our Support team. As a Support Manager, you shape the customer support experience in your region. You'll balance direct customer relationships with the work of scaling your team, improving internal processes, adopting AI, and collaborating across departments to ship tools and solutions that make support more efficient. You'll help your team become self-sufficient, take ownership of complex issues from initial contact through resolution, and create a psychologically safe environment where people grow.

Some examples of our projects:

A tool to automatically check a GitLab Omnibus install for known issues

A solution that captures the state of a customer's server for easier troubleshooting

A tool that turns log files into interactive tables so you can easily sort and filter columns

Functionality for ChatOps that makes it easier to identify user accounts on the GitLab.com platform

What you’ll do

Partner with other support managers to hire and maintain a world-class Support Engineering team focused on delivering excellent technical support to GitLab's customers.

Develop your team members' technical skills and experience through mentorship, structured training, and career growth opportunities.

Drive team ownership by fostering self-sufficiency, accountability, and alignment with key performance indicators.

Build scalable processes and workflows that enable your team to collaborate effectively and execute with excellence.

Conduct regular 1:1s with all team members to support their growth, address challenges, and create psychological safety.

Train Support Engineers to conduct high-quality technical interviews, strengthening your hiring pipeline.

Partner across GitLab to deepen understanding of customer needs and business goals, informing product and support improvements.

Lead continuous improvement initiatives that enhance the customer experience through measurable, repeatable solutions.

Document how the team works and find ways to make it more efficient through tools, process changes, and automation. Use AI well in your own work and coach your team to do the same.

What you’ll bring

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).

About the team

We are distributed globally across the AMER, EMEA, and APAC regions and own the customer support experience for GitLab. We work on support tickets, dig into code and logs to troubleshoot issues, and collaborate across departments to resolve customer challenges. Our team operates asynchronously with regular pairing sessions, one-on-ones, and Slack conversations that keep us connected. We create an environment where Support Engineers can grow and do their best work. We build processes that balance customer needs with team wellbeing, recognizing that a healthy customer experience comes from a healthy team. For more on how our team works, see the Support team handbook page

The base salary range for this role’s listed level is currently for residents of the United States only. This range is intended to reflect the role's base salary rate in locations throughout the US. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, alignment with market data, and geographic location. The base salary range does not include any bonuses, equity, or benefits. See more information on our benefits and equity. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.

United States Salary Range

$115,200—$194,400 USD

How GitLab Supports Full-Time Employees

Benefits to support your health, finances, and well-being
Flexible Paid Time Off
Team Member Resource Groups
Equity Compensation & Employee Stock Purchase Plan
Growth and Development Fund
Parental Leave

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.

Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.

Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us.

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. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.

Explore more jobs

An overview of this role

What you’ll do

What you’ll bring

About the team

How GitLab Supports Full-Time Employees