Manager, Support Engineering (AMER)

About the Role

Lead and develop a world-class Support Engineering team dedicated to delivering exceptional technical support for GitLab's DevSecOps platform across the Americas region. This is an exciting opportunity to shape team growth, drive process improvements, and directly impact customer success.

Responsibilities

• Partner with other managers to hire, mentor, and maintain a high-performing Support Engineering team.
• Develop team members' technical skills and experience through structured training and career growth planning.
• Drive team ownership, accountability, and self-sufficiency aligned with key performance indicators.
• Build and implement scalable processes and workflows to enhance team collaboration and execution excellence.
• Conduct regular 1:1s to support individual growth, address challenges, and foster a psychologically safe environment.
• Train engineers on conducting high-quality technical interviews to strengthen the hiring pipeline.
• Collaborate cross-functionally to translate customer needs into product and support improvements.
• Lead continuous improvement initiatives focused on measurable, repeatable solutions to enhance the customer experience.

Requirements

• Proven experience leading and scaling Customer Support Engineering teams.
• Demonstrated track record of developing team members and achieving measurable results.
• Experience creating and implementing processes and procedures that significantly improve team efficiency.
• Background providing technical customer support and managing the full support lifecycle, including collaboration with development teams on complex issues.
• Strong analytical and problem-solving skills, with the ability to mentor others in troubleshooting complex technical issues.
• Solid understanding of Linux System Administration and web application development concepts (e.g., MVC frameworks like Ruby on Rails, Python, Django, PHP, or Laravel).

About the Team

We are a globally distributed team owning the customer support experience for GitLab. We operate asynchronously, focusing on deep technical troubleshooting, code/log analysis, and cross-departmental collaboration. We view our team as our product, prioritizing hiring excellent engineers and building processes that balance customer needs with team wellbeing.