From the listing
About the role
GitLab is the intelligent orchestration platform for DevSecOps, enabling organizations to increase developer productivity, improve operational efficiency, and accelerate digital transformation. More than 50 million registered users and over 50% of the Fortune 100 trust GitLab to ship secure software faster.
As a Support Manager, you will view your team as your product, hiring and developing world-class Support Engineers who deliver exceptional technical support. You will shape the customer support experience in your region, balancing direct customer relationships with scaling the team, improving internal processes, and leading AI strategy implementation.
The Support team is distributed globally across AMER, EMEA, and APAC. The team operates asynchronously, collaborating across departments to resolve customer challenges while fostering a healthy environment where engineers can grow and do their best work.
What you'll do
- Partner with other support managers to hire and maintain a world-class Support Engineering team.
- Develop team members' technical skills through mentorship, structured training, and career growth opportunities.
- Drive team ownership by fostering self-sufficiency, accountability, and alignment with key performance indicators.
- Build scalable processes and workflows to enable effective collaboration and excellence.
- Conduct regular 1:1s to support growth, address challenges, and create psychological safety.
- Train Support Engineers to conduct high-quality technical interviews.
- Partner across GitLab to deepen understanding of customer needs and inform product improvements.
- Lead continuous improvement initiatives to enhance the customer experience through measurable solutions.
- Document team workflows and increase efficiency through tools, automation, and AI coaching.
What they're looking for
- Ability to lead technical, customer-facing teams and support the growth of Support Engineers at different levels.
- Ability to create and implement processes and procedures that improve team efficiency.
- Experience providing technical customer support and managing the full support lifecycle in collaboration with development.
- Analytical and problem-solving skills to troubleshoot complex technical issues.
- Understanding of Linux System Administration.
- Knowledge of web application development concepts with MVC frameworks such as Ruby on Rails, Python, Django, PHP, or Laravel.
From the company page
Gitlab benefits
◉ Remote policy · in their words
“We've scaled as an asynchronous, no-office company that's consistently recognized as a great place to work.”
Pulled from their careers page · verified by Atlas
The hot takeJeff's read on Gitlab
GitLab has put more effort into their employee marketing and policies than 99.99% of the companies we've researched over the years. Seriously, their handbook is absolutely massive.
The ONLY thing that throws me off about them is an unclear statement about their stance on what "work from anywhere" actually means. They say:
"All-remote means that each individual in an organization is empowered to work and live where they are most fulfilled."
But they also say that hey need to have an entity in your home country in order to be hired, so I'd love to know if they have a list of the countries they will hire from.