# Incident & Escalation Lead- Enterprise Customers

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

**Apply**: https://job-boards.greenhouse.io/gitlab/jobs/8924841002?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_a15fc348-92b

## Description

GitLab is seeking an Incident & Escalation Lead to support its Enterprise customers remotely. The successful candidate will own complex, executive, and commercial escalations, advocating for customers internally and coordinating teams toward resolution.

**About the Role** The Incident & Escalation Management function at GitLab coordinates critical incidents, complex multi-team engagements, and executive-level escalations for enterprise customers. As Escalation Manager, you'll own complex, executive, and commercial escalations where customer trust and the relationship are at stake.

**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, DevSecOps, 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
- GitLab
- 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/8924841002?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)