New

Manager, Support Engineering (AMER)

Remote, Americas

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.

An overview of this role

Like other managers at GitLab, you'll see your team as your product. You'll spend your time hiring and developing world-class Support Engineers who deliver exceptional technical support while continuously improving how your team solves problems. As a Support Manager, you contribute to the customer support experience across your region, balancing direct customer relationships with the strategic work of scaling your team, building internal processes, and collaborating across departments to ship tools and solutions that make support more efficient. You'll help your team become self-sufficient, take ownership of complex issues from initial contact through resolution, and create a psychologically safe environment where people grow.

Some examples of our projects:

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.
  • 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.

What you’ll bring

  • Experience leading and scaling Customer Support Engineering teams.
  • Track record of developing team members and driving measurable results.
  • Experience creating and implementing processes and procedures that improve team efficiency.
  • Experience providing technical customer support and managing the full support lifecycle, from understanding customer needs and initial engagement through resolution, in collaboration with development.
  • Analytical and problem-solving skills to troubleshoot complex technical issues and the ability to grow your team’s problem-solving skills.
  • Understanding of Linux System Administration and web application development concepts (with MVC frameworks such as Ruby on Rails, Python, Django, PHP, or Laravel).

About the team

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. Our team operates asynchronously with regular pairing sessions, one-on-ones, and Slack conversations that keep us connected. We see our team as our product, spending time hiring world-class Support Engineers and enabling them to succeed. We’re focused on building processes that balance customer needs with team wellbeing, recognizing that a healthy customer experience comes from a healthy team. For more on how our team works, see the Support team handbook page.

The base salary range for this role’s listed level is currently for residents of the United States only. This range is intended to reflect the role's base salary rate in locations throughout the US. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, alignment with market data, and geographic location. The base salary range does not include any bonuses, equity, or benefits. See more information on our benefits and equity. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.

United States Salary Range

$98,000 - $210,000 USD

How GitLab will support you

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.

Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.  

Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us.

GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.

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