# Manager, Assigned Support Engineering (EMEA)

**Company**: GitLab
**Location**: Remote
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Category**: Engineering
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/gitlab/jobs/8861795002?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_94107963-ef9

## Description

GitLab is seeking a Manager, Assigned Support Engineering (EMEA) to lead a team of Assigned Support Engineers who provide relationship-based technical support to GitLab's biggest enterprise customers.

The successful candidate will manage a team that works independently, owns issues from start to finish, and knows when to ask for help. They will also work alongside account teams to bring at-risk customers back to health and help improve the ASE program.

Key responsibilities:

- Hire, coach, and develop ASEs

- Pay attention to engagement and retention, and coach the team on GitLab's values and operating principles

- Train ASEs to run technical interviews

- Set clear goals and expectations, track progress, and connect the team's work to company priorities

- Lead escalations from start to finish

- Work alongside account teams to bring at-risk customers back to health

- Help ASEs translate their actions and activity into outcomes, deliverables, and ROI

- Work with the ASE leadership team on initiatives that improve the program and customer outcomes

- Partner with Sales, Customer Success, CSMs, Product, and Engineering to push for what customers need

- Document how the team works and find ways to make it more efficient through tools, process changes, and automation

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

- A strong record of handling escalations with both internal teams and customers

- The ability to turn a complicated or nuanced situation into a clear written story and tie activity to outcomes with numbers

- A customer-centric approach balanced with good judgment about what the service, the team, and the company can deliver

- A record of getting work done across teams through influence and strong working relationships

- Willingness to be available outside standard hours, including weekends, for the occasional critical escalation or customer-impacting incident

- Comfort with ambiguity and change

- A strong technical foundation to guide engineers in complex, production-critical environments

- A history of developing engineers at different skill levels through real feedback, mentoring, and clear expectations

- Process skills that make a team more efficient without adding bureaucracy

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
- technical support
- team management
- customer-facing experience
- escalation handling
- written communication
- influence
- strong working relationships
- ambiguity tolerance
- technical foundation
- process skills

### Nice to have
- Linux system administration
- web application development concepts
- Git
- DevOps practices
- GitLab

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/gitlab/jobs/8861795002?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)