Manager, Support Engineering (AMER)
Core
Lead a distributed Support Engineering team to deliver technical support, troubleshoot complex issues, and drive AI adoption for GitLab's customers.
Role type
Manager, Support Engineering (IC + Team Lead)
Builds
Scalable support processes, AI tools for troubleshooting, and self-sufficient support teams
Domain
DevSecOps / SaaS / Customer Support
Required skills
Technical leadership, process design, Linux system administration, web application development (Ruby on Rails, Python, Django, PHP, Laravel), AI strategy, hiring & mentoring, cross-functional collaboration
Preferred skills
Experience with ChatOps, log analysis, automation tooling
Technologies
GitLab Omnibus, Ruby on Rails, Python, Django, PHP, Laravel, Linux, ChatOps, Slack
Responsibilities
Hire and develop world-class Support Engineers; design and implement AI strategy for the Support team; build scalable support processes and workflows; partner across departments to improve customer experience; coach team on AI usage and technical problem-solving
Seniority
Manager, hands-on IC
