Manager, Support Engineering, US Government @GitLab

Overview

The role involves managing the Support Engineering team focused on delivering support for GitLab’s US Government customers. The manager will lead a team of support engineers, oversee complex environments, and improve processes to meet the unique needs of government clients.

Key Responsibilities

• Lead a team of Support Engineers to troubleshoot complex environments for US Government customers.
• Collaborate with other Support Engineering Managers to refine support models and processes.
• Drive hiring efforts and develop strong support engineering teams.
• Partner with product and engineering teams to influence product direction based on customer needs.
• Participate in on-call rotations and assist with escalated customer situations.
• Coach and mentor Support Engineers on technical issues and professional development.
• Identify patterns in government customer needs to enhance support experience.

Requirements

• Experience leading support engineering teams, particularly in growth phases.
• Background in managing technical support for complex enterprise products.
• Familiarity with the needs and processes of US Government customers.
• Skills in hiring, onboarding, and team development.
• Experience in handling high-severity incidents in production environments.
• Ability to collaborate effectively with cross-functional teams.
• Open to candidates with diverse experiences, even outside government roles.

Benefits

• Comprehensive health, financial, and well-being benefits.
• Flexible Paid Time Off.
• Equity Compensation & Employee Stock Purchase Plan.
• Growth and Development Fund.
• Parental Leave.

Location

Remote, United States

How to Apply

Interested candidates should apply through GitLab's career page.

Deadline

No specific deadline stated.