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