Incident & Escalation Lead- Enterprise Customers
At GitLab
Posted 2 Nov 2026 · Application link last checked 15 Nov 2026
Who Can Apply
This role is open to people based in United States and Canada — Remote, Canada; Remote, United States. If you live somewhere else, you probably can't be hired for it unless the posting says otherwise.
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Role Overview
An overview of this role
Support Engineering at GitLab believes that healthy teams deliver a healthy customer experience, and that command during a crisis shouldn't fall to whoever happens to be senior and available. GitLab's global Incident & Escalation Management (IM/EM) function coordinates critical incidents, complex multi-team engagements, and executive-level escalations for enterprise customers. As Escalation Manager, you'll own complex, executive, and commercial escalations where customer trust and the relationship are at stake, alongside or independently of a technical issue.
In this functional role, you'll advocate for customers inside GitLab, coordinate teams toward resolution, and lead relationship repair after the event.
What you'll do
- Own complex, executive, and commercial escalations end-to-end, as defined in GitLab's IM/EM engagement model.
- Advocate for customers internally and coordinate Engineering, Support, Product, Customer Success, and Sales toward resolution, tracking commitments and holding owning teams accountable to agreed dates and deliverables.
- Maintain a written, customer-facing resolution plan from engagement through confirmed resolution, updating it at each communication milestone.
- Coordinate with Incident Managers during concurrent technical incidents to maintain a single, coherent narrative for the customer.
This excerpt leaves out GitLab's standard introduction and stops part-way through the role description. Read the full job description on GitLab's site ›
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