Jobs and Careers

Senior Manager, Assigned Support Engineering (AMER or EMEA)

UKRemotefull_timeVerifiedPosted 18 Jul 2025

About the role

GitLab is an open-core software company that develops the most comprehensive AI-powered DevSecOps Platform, used by more than 100,000 organizations. Our mission is to enable everyone to contribute to and co-create the software that powers our world. When everyone can contribute, consumers become contributors, significantly accelerating human progress. Our platform unites teams and organizations, breaking down barriers and redefining what's possible in software development. Thanks to products like Duo Enterprise and Duo Agent Platform, customers get AI benefits at every stage of the SDLC.

The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software.

About the Role

GitLab’s Support Engineering team is a globally distributed organization committed to providing world-class technical support to our customers. As a Senior Manager for the Assigned Support Engineering team, you will lead a team of seasoned Support Engineers who deliver proactive, relationship-based technical support to our largest and most strategic customers.

This role is instrumental in driving customer satisfaction, reducing time-to-resolution, and improving product adoption. You’ll work closely with Sales, Customer Success, Product, and Engineering teams to ensure we deliver an integrated, high-touch support experience that reflects GitLab’s values of collaboration, transparency, and iteration.

What You’ll Do

Lead a high-performing global team of Assigned Support Engineers focused on premium customer accounts
Define and drive the strategy for the enhanced, assigned support offering, aligning with GitLab’s broader Customer Support and Success teams and product adoption goals
Mentor, coach, and grow team members, fostering a culture of continuous improvement and customer empathy
Establish operational excellence by implementing and optimizing processes around onboarding, ticket management, and customer engagement
Ensure applicable SLAs and KPIs are consistently met or exceeded
Collaborate cross-functionally with Sales, CSAs, CSMs, SAs, Product Management, Engineering, and other leaders to advocate for customer needs and share insights from support interactions
Drive escalations and incident response for critical customer issues, serving as a point of contact for executive stakeholders when needed
Analyze data and feedback to continuously refine team operations, capacity planning, and customer engagement models
Champion the voice of the customer in internal planning and development discussions

What You’ll Bring

8+ years of experience in technical support, with 3+ years in a people management role—preferably within a high-growth, SaaS or open-source environment
Proven experience managing a high-touch or assigned support function and/or professional service function for enterprise level customers
Strong technical aptitude, with the ability to guide and support engineers working in complex, production-critical environments
Deep customer empathy with a focus on proactive service and long-term customer outcomes
Demonstrated ability to lead through influence and collaboration in a fully remote, globally distributed team
Data-driven mindset with experience using support metrics and feedback loops to drive improvements
Excellent communication skills, both written and verbal
Familiarity with Git, DevOps practices, or GitLab is a strong plus