Opportunity at
GitLabIncident & Escalation Lead- Enterprise Customers
GitLab operates an intelligent orchestration platform for DevSecOps, helping organizations boost developer productivity, enhance operational efficiency, and accelerate digital transformation. The company's Support Engineering division seeks…
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About This Role
GitLab operates an intelligent orchestration platform for DevSecOps, helping organizations boost developer productivity, enhance operational efficiency, and accelerate digital transformation. The company's Support Engineering division seeks an Incident & Escalation Lead- Enterprise Customers to drive critical multi-team engagements, complex scenarios, and executive-level escalations for enterprise clients. In this function, the professional will act as an internal advocate for customers, steer teams toward effective solutions, and lead relationship repair efforts following…
Job Description
GitLab operates an intelligent orchestration platform for DevSecOps, helping organizations boost developer productivity, enhance operational efficiency, and accelerate digital transformation. The company's Support Engineering division seeks an Incident & Escalation Lead- Enterprise Customers to drive critical multi-team engagements, complex scenarios, and executive-level escalations for enterprise clients.
In this function, the professional will act as an internal advocate for customers, steer teams toward effective solutions, and lead relationship repair efforts following critical events. The role involves managing executive and commercial escalations end-to-end, maintaining written resolution plans, coordinating across Engineering, Support, Product, Customer Success, and Sales, and facilitating post-escalation reviews. This position operates globally within a follow-the-sun model to provide continuous coverage for enterprise accounts.
Ideal candidates bring significant background in enterprise technical support, customer success, or incident and escalation management within a business-to-business software-as-a-service or enterprise software environment. Professionals must possess exceptional written and verbal communication abilities, calm decision-making skills during high-stress situations, and proficiency with coordination tools such as Zendesk, Salesforce, Slack, and PagerDuty.
Responsibilities
- Manage complex, executive, and commercial escalations from start to finish following the IM/EM engagement model
- Advocate for clients internally while directing Engineering, Support, Product, Customer Success, and Sales toward resolution
- Draft and maintain written, customer-facing resolution plans and update them at every communication milestone
- Collaborate with Incident Managers during active technical events to ensure a consistent narrative for the customer
- Deliver external escalation communications using approved templates and represent the company in high-stakes retention discussions
- Engage Sales, Customer Success, and executive stakeholders, including leading executive-to-executive communications for Severity 1 and 2 situations
- Provide concise executive briefings outlining knowns, unknowns, and next steps to leadership
- Direct post-escalation reviews, add corrective actions with assigned owners to postmortems, and transition relationships back to Customer Success Managers
- Collaborate with the Head of IM/EM to create playbooks, communication templates, and process updates derived from escalation patterns
Requirements
- Background in enterprise technical support, customer success, or incident and escalation management at a B2B SaaS or enterprise software company
- Demonstrated history of handling multi-stakeholder escalations end-to-end, including executive customer interactions and structured account plans
- Executive-level written and verbal communication skills to translate technical concepts into clear updates for clients and leadership
- Ability to coordinate Engineering, Support, Product, Customer Success, and Sales under pressure without direct authority over those groups
- Calm decision-making abilities when dealing with incomplete information in high-stress scenarios
- Working knowledge of coordination platforms such as Zendesk, Salesforce, Slack, and PagerDuty
- Availability to handle on-call coverage for executive escalations as part of a globally distributed team
Qualifications
- Information Technology Infrastructure Library Foundation or equivalent certification
- Customer-facing background with DevSecOps, CI/CD, development, security, operations, or cloud-native products
- Familiarity with formal escalation or incident command frameworks
- Experience utilizing AI-assisted support solutions 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 role?
The position is full-time.
Where is this job located?
The specific location is not stated in the job posting.
What is the salary for this position?
The salary is not specified in the job posting.
What qualifications are nice to have for this role?
Nice-to-have qualifications include ITIL Foundation or equivalent certification, customer-facing experience with DevSecOps or cloud-native products, familiarity with incident command frameworks, and experience with AI-assisted support tools.
Sample Interview Questions
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