Description
GitLab is seeking an Incident & Escalation Lead to manage complex, executive, and commercial escalations for enterprise customers. The successful candidate will own escalations end-to-end, advocate for customers internally, and coordinate teams toward resolution.
Responsibilities:
- Own complex, executive, and commercial escalations end-to-end
- Advocate for customers internally and coordinate Engineering, Support, Product, Customer Success, and Sales toward resolution
- Maintain a written, customer-facing resolution plan from engagement through confirmed resolution
- Coordinate with Incident Managers during concurrent technical incidents
- Own external escalation communications and represent GitLab in high-stakes customer conversations
- Engage Sales, Customer Success, and executive stakeholders as needed
- Lead post-escalation reviews and relationship repair plans
- Partner with the Head of IM/EM to develop playbooks, communication templates, and process improvements
Requirements:
- Experience in enterprise technical support, customer success, or incident and escalation management
- A track record of owning complex, multi-stakeholder escalations end-to-end
- Executive-level written and verbal communication skills
- Ability to coordinate teams under pressure without formal authority
- Calm, structured decision-making with incomplete information
- Proficiency with support and coordination tools such as Zendesk, Salesforce, Slack, and PagerDuty
- Availability for on-call coverage supporting executive escalations
Nice to have:
- Information Technology Infrastructure Library (ITIL) Foundation or equivalent certification
- Customer-facing experience with GitLab, development, security, and operations (DevSecOps), continuous integration and continuous delivery (CI/CD), or cloud-native products
- Experience with formal escalation or incident command frameworks
- AI-assisted support tools for triage, sentiment analysis, or resolution drafting
Benefits:
- Benefits to support 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