Manager, Support Engineering, US Government

GitLab is seeking a Manager, Support Engineering, US Government to lead a team of support engineers in delivering world-class support for US Government customers.

As a Support Engineering Manager on our US Government support team, you’ll own the end-to-end delivery of support for GitLab’s US Government customers. You’ll lead a tight-knit team of support engineers who troubleshoot complex environments and enterprise deployments, and you’ll evolve how we serve this highly regulated customer base so their experience not only meets but exceeds expectations.

Responsibilities:

• 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.
• 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.

Requirements:

• Experience leading and developing support engineering teams, including during periods of growth and change.
• Background managing technical support for complex enterprise products, ideally in environments with sensitive or regulated data.
• Familiarity with US Government customers and how their needs, processes, and constraints differ from private sector organizations.
• Ability to hire, onboard, and grow support engineers, with a focus on building balanced teams that can meet evolving customer needs.
• Skill in coaching and mentoring engineers through challenging customer issues, escalations, and professional development conversations.
• Experience handling crisis or high-severity incidents in production environments, including clear communication with internal teams and customers.
• Comfortable collaborating with cross-functional partners in engineering and product to advocate for customer needs and influence product direction.

Benefits:

• Benefits to support your health, finances, and well-being
• Flexible Paid Time Off
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and Development Fund
• Parental Leave