Manager, Assigned Support Engineering (EMEA)

What this role is about

You'll manage a team of Assigned Support Engineers who provide relationship-based technical support to GitLab's biggest enterprise customers. ASEs work proactively with customers to find root causes and prevent repeat issues, which is different from working a ticket queue. They also turn their actions and activity into outcomes and deliverables that show customers the ROI they get from GitLab.

You'll build a team that works independently, owns issues from start to finish, and knows when to ask for help. When a customer relationship is in trouble, you'll work alongside the account teams to bring it back to health. You'll also help improve the ASE program in ways that matter to customers and to the company.

What you'll do

• Hire, coach, and develop ASEs. Hold regular 1:1s, give direct feedback, deal with performance issues early, and build a team where people feel safe raising problems.
• Pay attention to engagement and retention, and coach the team on GitLab's values and operating principles.
• Train ASEs to run technical interviews so the hiring pipeline doesn't depend on you.
• Set clear goals and expectations, track progress across onboarding, relationships, escalations, and KPIs, and connect the team's work to company priorities. Help ASEs prioritize across accounts when everything feels urgent.