Incident & Escalation Lead - Enterprise Customers

GitLabEnterprise software

Location: Remote, Canada; Remote, United StatesFull-TimeLead

Salary not disclosed

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Job Details

Experience in enterprise technical support, customer success, or incident and escalation management at a B2B SaaS or enterprise software company.
A track record of owning complex, multi-stakeholder escalations end-to-end, including executive customer engagements and structured resolution or account plans.
Executive-level written and verbal communication skills, including translating technical detail into plain-language updates.
Ability to coordinate Engineering, Support, Product, Customer Success, and Sales under pressure without formal authority.
Calm, structured decision-making with incomplete information and the ability to provide a steadying presence in high-stress customer situations.
Proficiency with support and coordination tools such as Zendesk, Salesforce, Slack, and PagerDuty, or equivalent platforms.
Availability for on-call coverage supporting executive escalations.
ITIL Foundation or equivalent certification is a nice-to-have.
Customer-facing experience with GitLab, DevSecOps, CI/CD, or cloud-native products is a nice-to-have.
Experience with formal escalation or incident command frameworks, or AI-assisted support tools, is a nice-to-have.

Own complex, executive, and commercial escalations end-to-end under GitLab's IM/EM engagement model.
Advocate for customers and coordinate Engineering, Support, Product, Customer Success, and Sales toward resolution.
Track commitments and hold owning teams accountable to agreed dates and deliverables.
Maintain and update a written, customer-facing resolution plan through confirmed resolution.
Coordinate with Incident Managers during concurrent technical incidents to maintain a coherent customer narrative.
Own external escalation communications and represent GitLab in high-stakes customer conversations.
Engage sales, customer success, and executive stakeholders, and brief GitLab leadership on knowns, unknowns, and next steps.
Lead post-escalation reviews and relationship repair plans, contribute corrective actions to postmortems, and hand the relationship back to the account's Customer Success Manager.
Partner with the Head of IM/EM to develop playbooks, communication templates, and process improvements.

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