Manager, Assigned Support Engineering

New

GitLabDevSecOps software

Remote, United KingdomFull-TimeManager

Salary not disclosed

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Job Details

Experience: 5+ years in technical support, with at least 2 years managing customer-facing technical teams.
Required Skills: Cross-functional collaborationProcess improvementTechnical support

Have 5+ years of experience in technical support.
Have at least 2 years of experience managing customer-facing technical teams.
Bring experience with high-touch or assigned support for enterprise customers; professional services delivery also counts.
Have a strong record of handling escalations with internal teams and customers.
Be able to turn complex situations into clear written explanations and connect activity to outcomes with numbers.
Balance customer needs with sound judgment about service, team, and company capabilities.
Have experience working with account teams to help struggling customers recover.
Demonstrate the ability to get work done across teams through influence and strong working relationships.
Be willing to support occasional critical escalations or customer-impacting incidents outside standard hours, including weekends.
Have a strong technical foundation, including Linux system administration and web application development concepts.
Have a history of developing engineers through feedback, mentoring, and clear expectations.
Be comfortable leading a remote, globally distributed team using metrics and customer feedback.

Hire, coach, and develop Assigned Support Engineers through regular 1:1s, feedback, and performance management.
Set team goals and expectations, track progress across onboarding, relationships, escalations, and KPIs, and help prioritize account work.
Lead escalations from start to finish, coordinating with Engineering, Product, Sales, and Customer Success and keeping customers informed.
Build and drive recovery plans for at-risk customers, including renewal and expansion risks related to support concerns.
Help engineers translate their work into customer outcomes, deliverables, and ROI, and present progress to customers and executives.
Work with ASE leadership on initiatives to improve the program and customer outcomes.
Partner with Sales, Customer Success, Product, and Engineering to address customer needs and set expectations for the ASE service.
Contribute utilization and onboarding data to capacity and headcount planning with Finance and sales leadership.
Document team processes and improve efficiency through tools, process changes, and automation; use AI in team workflows.

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