Opportunity at
GitLabIncident & Escalation Lead- Enterprise Customers
GitLab is hiring an Incident & Escalation Lead - Enterprise Customers to join its global Incident & Escalation Management function within Support Engineering. Operating as part…
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About This Role
GitLab is hiring an Incident & Escalation Lead - Enterprise Customers to join its global Incident & Escalation Management function within Support Engineering. Operating as part of the Enterprise Technology & AI division, this role coordinates critical incidents, complex cross-functional engagements, and high-stakes executive escalations for enterprise clients. The person in this position will take ownership of commercial and executive escalations where the client relationship and trust are at risk.…
Job Description
GitLab is hiring an Incident & Escalation Lead - Enterprise Customers to join its global Incident & Escalation Management function within Support Engineering. Operating as part of the Enterprise Technology & AI division, this role coordinates critical incidents, complex cross-functional engagements, and high-stakes executive escalations for enterprise clients.
The person in this position will take ownership of commercial and executive escalations where the client relationship and trust are at risk. Responsibilities include acting as an internal advocate for clients, guiding teams toward resolutions, maintaining written communication plans, and leading post-escalation reviews alongside relationship repair efforts. This role requires partnering with Engineering, Support, Product, Customer Success, and Sales while maintaining composure during stressful situations.
GitLab is an intelligent orchestration platform for DevSecOps that helps organizations boost developer efficiency, streamline operations, and minimize security risks. The company operates a high-performance culture that embraces artificial intelligence as a core productivity tool across daily workflows.
Responsibilities
- Manage complex, executive, and commercial escalations from start to finish following the established engagement model
- Advocate for clients internally and coordinate Sales, Product, Support, Engineering, and Customer Success toward resolution
- Maintain written resolution plans shared with clients through the duration of the engagement
- Partner with Incident Managers during simultaneous technical issues to present a unified message
- Draft external communications and represent the company in high-pressure client interactions
- Engage executive stakeholders and facilitate leadership-level discussions for Severity 1 and 2 events
- Deliver concise operational summaries to leadership detailing knowns, unknowns, and upcoming steps
- Lead post-escalation reviews, assign corrective actions with specific deadlines, and transition accounts back to Customer Success
- Collaborate with the Head of IM/EM to build playbooks, templates, and process updates based on escalation patterns
Requirements
- Prior background in enterprise technical support, escalation management, or customer success at a SaaS or enterprise software company
- Demonstrated history of managing multi-stakeholder escalations, structured account plans, and executive client interactions
- Advanced written and verbal communication skills to explain technical concepts clearly to clients and leadership
- Ability to coordinate cross-functional teams under pressure without direct authority over them
- Calm, analytical decision-making capabilities when operating with incomplete information
- Familiarity with coordination and support platforms like Zendesk, Salesforce, Slack, PagerDuty, or similar software
- Availability to handle on-call responsibilities for executive escalations within a globally distributed team
Qualifications
- Information Technology Infrastructure Library (ITIL) Foundation or comparable credential
- Client-facing exposure to GitLab, DevSecOps practices, CI/CD pipelines, development, security, operations, or cloud-native technology
- Background in structured incident command or formal escalation frameworks
- Familiarity with AI-supported tools utilized for triage, sentiment analysis, or drafting resolutions
Core Skills
Benefits
- Flexible Paid Time Off
- Team Member Resource Groups
- Equity Compensation and Employee Stock Purchase Plan
- Growth and Development Fund
- Parental Leave
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the employment type for this position?
The posting specifies full-time employment.
Where is the role located?
The posting lists the location as India.
What salary does this position offer?
The job posting does not specify salary details.
What experience is required for this role?
Candidates must have experience in enterprise technical support, customer success, or incident and escalation management at a B2B SaaS or enterprise software company, along with a track record of handling complex multi-stakeholder escalations.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.