Manager, Assigned Support Engineering – EMEA

Posted 9hrs ago

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Job Description

Manager leading Assigned Support Engineers supporting GitLab’s largest enterprise customers. Driving escalations, customer recovery, team development, and technical support program improvements.

Responsibilities:

Manage a team of Assigned Support Engineers providing relationship-based technical support to GitLab's largest enterprise customers
Hire, coach, and develop ASEs; conduct 1:1s, give feedback, address performance issues, and build psychological safety
Monitor engagement and retention and coach the team on GitLab's values and operating principles
Train ASEs to conduct technical interviews
Set goals and expectations, track onboarding, relationships, escalations, and KPIs, and align work with company priorities
Lead escalations from start to finish with Engineering, Product, Sales, and Customer Success
Recover at-risk customers, including renewal and expansion risks driven by support concerns
Translate ASE activities into outcomes, deliverables, and ROI and present them to customers and executives
Lead initiatives with the ASE leadership team to improve the program and customer outcomes
Partner with Sales, Customer Success, CSMs, Product, Engineering, Finance, and sales leadership on customer needs, capacity, and headcount planning
Document team processes and improve efficiency through tools, process changes, automation, and AI

Requirements:

5+ years in technical support, with at least 2 years managing customer-facing technical teams
Experience with high-touch or assigned support for enterprise customers; professional services delivery counts
Experience across Self-Managed, GitLab Dedicated, and GitLab.com is a plus
Strong record of handling escalations with internal teams and customers
Ability to turn complicated or nuanced situations into clear written stories and tie activity to outcomes with numbers
Customer-centric approach and experience working with account teams to bring struggling customers back to health
Record of getting work done across teams through influence and strong working relationships
Willingness to be available outside standard hours, including weekends, for occasional critical escalations or customer-impacting incidents
Comfort with ambiguity and change
Strong technical foundation, including Linux system administration and web application development concepts
Familiarity with Git, DevOps practices, or GitLab is helpful
History of developing engineers at different skill levels through feedback, mentoring, and clear expectations
Process skills to improve team efficiency and comfort leading a remote, globally distributed team using metrics and customer feedback