Manager, Support Engineering (AMER)

An overview of this role

Like other managers at GitLab, you'll see your team as your product. You'll spend your time hiring and developing world-class Support Engineers who deliver exceptional technical support while continuously improving how your team solves problems. GitLab is working through it’s own AI transformation so you’ll be a leader in designing and implementing AI strategy for our Support team. As a Support Manager, you shape the customer support experience in your region. You'll balance direct customer relationships with the work of scaling your team, improving internal processes, adopting AI, and collaborating across departments to ship tools and solutions that make support more efficient. You'll help your team become self-sufficient, take ownership of complex issues from initial contact through resolution, and create a psychologically safe environment where people grow.

Some examples of our projects:

• A tool to automatically check a GitLab Omnibus install for known issues
• A solution that captures the state of a customer's server for easier troubleshooting
• A tool that turns log files into interactive tables so you can easily sort and filter columns
• Functionality for ChatOps that makes it easier to identify user accounts on the GitLab.com platform