Manager, Support Engineering

New

GitLabDevSecOps software

Remote, Canada; Remote, United StatesFull-TimeManager

Salary115,200 - 194,400 USD per year

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Job Details

Ability to lead technical, customer-facing teams.
Ability to 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 initial engagement through resolution.
Ability to collaborate with development during customer issue resolution.
Analytical and problem-solving skills for troubleshooting complex technical issues.
Understanding of Linux system administration.
Understanding of web application development concepts.
Familiarity with MVC frameworks such as Ruby on Rails, Python, Django, PHP, or Laravel.

Partner with other support managers to hire and maintain a Support Engineering team focused on technical support for GitLab customers.
Develop team members’ technical skills through mentorship, structured training, and career growth opportunities.
Foster team ownership, self-sufficiency, accountability, and alignment with key performance indicators.
Build scalable processes and workflows that enable effective collaboration and execution.
Conduct regular one-on-ones to support team members’ growth, address challenges, and create psychological safety.
Train Support Engineers to conduct technical interviews.
Partner across GitLab to understand customer needs and business goals and inform product and support improvements.
Lead continuous improvement initiatives that enhance the customer experience through measurable, repeatable solutions.
Document team processes and improve efficiency through tools, process changes, automation, and AI.

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