Role Overview

As a Support Manager at GitLab, your focus will be on developing a top-tier Support Engineering team dedicated to delivering outstanding technical assistance. You will balance customer relationships with strategic team development, aiming for self-sufficiency and ownership among team members.

Project Examples

• A tool for automatic check-ups on GitLab Omnibus installations.
• A state-capturing solution for easier server troubleshooting.
• A tool turning log files into interactive, sortable tables.
• ChatOps functionality for easier user account identification on GitLab.com.

Key Responsibilities

• Recruit and maintain a skilled Support Engineering team.
• Mentor team members and provide growth opportunities.
• Encourage self-sufficiency and accountability in your team.
• Implement scalable processes for effective collaboration.
• Conduct regular meetings to support team growth and address challenges.

Qualifications

• Proven experience in leading Customer Support Engineering teams.
• Strong record in developing team members and achieving results.
• Ability to create processes that enhance efficiency.
• Experience in technical customer support lifecycle management.

Team Dynamics

Our team operates globally, ensuring a healthy balance between customer needs and team wellbeing. We prioritize creating an inclusive environment where our team can thrive while providing exceptional support.

Application Encouragement

We invite candidates with diverse backgrounds and experiences to apply, as our evaluation focuses on potential and passion for the role.