Manager, Assigned Support Engineering (EMEA)

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Work arrangement: Remote
Where applicants may be: Applicants in United Kingdom only
Salary: Not specified
Apply by: Not specified
Employment type: Full-time
Experience: Not specified

Published1h ago

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About This Role

GitLab operates an intelligent orchestration platform for DevSecOps, helping organizations boost developer productivity, enhance operational efficiency, and lower security and compliance risks. The company seeks a remote full-time Manager for Assigned Support Engineering within the EMEA region to lead a specialized group of Assigned Support Engineers (ASEs). These professionals deliver relationship-based technical assistance to top enterprise clients, focusing on proactive root cause analysis, preventing recurring issues, and demonstrating tangible return…

Job Description

This position involves recruiting, mentoring, and retaining technical talent, driving team engagement, and managing escalations from commencement to resolution. The manager will partner closely with account teams, Sales, Product, Customer Success, and Engineering to navigate at-risk customer accounts and develop comprehensive recovery plans. Furthermore, the individual will champion internal process improvements, leverage AI tools, and contribute utilization metrics to capacity planning efforts alongside Finance and sales leadership.

Ideal candidates possess extensive technical support experience alongside a history of leading customer-facing technical teams in enterprise environments. GitLab maintains a distributed remote workforce and offers an inclusive environment built on transparency and collaboration.

Responsibilities

Hire, coach, and support Assigned Support Engineers while conducting regular one-on-one meetings and addressing performance matters promptly
Train team members to conduct technical interviews to sustain the hiring pipeline
Establish clear performance goals, track progress across onboarding and key performance indicators, and assist staff with account prioritization
Lead critical technical escalations from start to finish while coordinating across Engineering, Product, Sales, and Customer Success
Collaborate with account teams to stabilize at-risk customer accounts facing renewal or expansion risks tied to support concerns
Help staff translate their activities into clear deliverables and return on investment presentations for executive audiences
Partner with finance and sales leadership to provide utilization and onboarding data for capacity and headcount planning
Document team workflows and introduce tools, automations, and process enhancements to maximize efficiency

Requirements

At least 5 years of experience in technical support
Minimum 2 years of experience managing customer-facing technical teams
Background in high-touch or assigned support for enterprise clients or professional services delivery
Demonstrated track record of handling escalations involving internal teams and customers
Capability to convert complex scenarios into clear written documentation and tie operational activity to numerical outcomes
Availability outside standard working hours, including weekends, for critical escalations or customer-impacting incidents
Foundational technical background in Linux system administration and web application development concepts

Qualifications

Experience working across Self-Managed, GitLab Dedicated, and GitLab.com deployment models
Familiarity with Git, DevOps practices, or GitLab platforms

Core Skills

Git Leadership Sales Recruitment DevOps

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.

Is this position remote?

Yes, this role is fully remote, although specific location-based eligibility requirements may apply depending on the country.

What is the employment type?

This is a full-time position.

What is the salary for this role?

The salary for this position is not stated in the job posting.

What type of experience is required for applicants?

Applicants must have at least five years of experience in technical support, including a minimum of two years managing customer-facing technical teams in enterprise environments.