# Incident & Escalation Lead- Enterprise Customers

**Company**: GitLab
**Location**: Remote, Canada
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/gitlab/jobs/8923121002?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_903f8362-01e

## Description

GitLab is seeking an Incident & Escalation Lead to manage complex, executive, and commercial escalations for enterprise customers. The ideal candidate will have experience in enterprise technical support, customer success, or incident and escalation management.

Responsibilities:

- Own complex, executive, and commercial escalations end-to-end

- Advocate for customers internally and coordinate teams toward resolution

- Maintain a written, customer-facing resolution plan

- 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 and process improvements

Requirements:

- Experience in enterprise technical support, customer success, or incident and escalation management

- 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

## Skills

### Required
- Zendesk
- Salesforce
- Slack
- PagerDuty
- executive-level communication
- incident management
- escalation management

### Nice to have
- ITIL Foundation
- DevSecOps
- CI/CD
- cloud-native products
- formal escalation frameworks
- AI-assisted support tools

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/gitlab/jobs/8923121002?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)