The opportunity
Our US Government Support team formed in 2019 and has grown alongside the adoption of GitLab within government agencies. We provide focused, high-quality technical support for US Government customers, helping them troubleshoot complex environments and use GitLab’s DevSecOps platform securely and effectively.
What you'll do
Lead a team of Support Engineers focused on troubleshooting complex: environments for US Government customers and ensuring high-quality case resolution.
Collaborate with other Support Engineering Managers to design, refine, and: evolve our support model, processes, and tooling.
Drive hiring efforts to build and grow a strong team, from sourcing and: interviewing to onboarding and developing Support Engineers.
Partner with product and engineering teams to share customer insights and: influence how GitLab’s products and services evolve for government use cases.
Participate in the manager on-call rotation during working hours to: coordinate responses to escalated and critical customer situations.
Support your team by joining customer calls, reviewing tickets, and providing: hands-on guidance for complex or sensitive issues.
What they're looking for
- Coach and mentor Support Engineers on technical troubleshooting,: communication, and professional development, with a focus on customer-centered outcomes.
- Champion continuous improvement by identifying patterns in government: customer needs and implementing changes that enhance our overall support experience.
