The opportunity
We are distributed globally across the AMER, EMEA, and APAC regions and own the customer support experience for GitLab. We work on support tickets, dig into code and logs to troubleshoot issues, and collaborate across departments to resolve customer challenges.
What you'll do
Partner with other support managers to hire and maintain a world-class: Support Engineering team focused on delivering excellent technical support to GitLab's customers.
Develop your team members' technical skills and experience through: mentorship, structured training, and career growth opportunities.
Drive team ownership by fostering self-sufficiency, accountability, and: alignment with key performance indicators.
Build scalable processes and workflows that enable your team to collaborate: effectively and execute with excellence.
Conduct regular 1:1s with all team members to support their growth, address: challenges, and create psychological safety.
Train Support Engineers to conduct high-quality technical interviews, strengthening your hiring pipeline.
What they're looking for
- Partner across GitLab to deepen understanding of customer needs and business: goals, informing product and support improvements.
- Lead continuous improvement initiatives that enhance the customer experience: through measurable, repeatable solutions.
- Document how the team works and find ways to make it more efficient through: tools, process changes, and automation. Use AI well in your own work and coach your team to do the same.
