The opportunity
The Incident & Escalation Management function sits within Support Engineering in GitLab's Enterprise Technology & AI (ETA) division. We operate a follow-the-sun model anchored in the Americas, Europe, the Middle East and Africa, and Asia-Pacific, providing year-round, 24-hour coverage for enterprise customers.
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.
Own external escalation communications using GitLab's approved templates and: cadence, and represent GitLab in high-stakes customer conversations where clarity and ownership influence retention.
Engage Sales, Customer Success, and executive stakeholders as needed,: including executive-to-executive communication for Severity 1 and 2 events. Brief GitLab leadership with concise summaries that distinguish what's known, what's unknown, and next steps.
What they're looking for
- Lead post-escalation reviews and relationship repair plans, contribute: corrective actions with named owners and due dates to postmortems, and hand the relationship back to the account's Customer Success Manager at resolution.
- Partner with the Head of IM/EM to develop playbooks, communication templates,: and process improvements based on patterns from escalations.
