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