Remote opportunity at
GitLabManager, Support Engineering (AMER)
GitLab is hiring a Manager of Support Engineering for its AMER region. The role is remote. The wider support group operates across AMER, EMEA, and APAC…
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About This Role
GitLab is hiring a Manager of Support Engineering for its AMER region. The role is remote. The wider support group operates across AMER, EMEA, and APAC and handles the support experience for GitLab's customers. The manager grows a team of Support Engineers through hiring, mentoring, structured training, and regular one-on-one check-ins. The job also covers process design, ongoing improvement, documentation, and working with other departments to build tools that make…
Job Description
GitLab is hiring a Manager of Support Engineering for its AMER region. The role is remote. The wider support group operates across AMER, EMEA, and APAC and handles the support experience for GitLab's customers.
The manager grows a team of Support Engineers through hiring, mentoring, structured training, and regular one-on-one check-ins. The job also covers process design, ongoing improvement, documentation, and working with other departments to build tools that make support faster. Examples include an automated check for known problems in Omnibus installations and a way to capture a customer server's state for troubleshooting.
The manager stays close to customers and takes charge of difficult tickets from first contact through to the final fix. A further duty is shaping the Support team's approach to AI and helping colleagues use it well in everyday work. The manager is also expected to keep the team self-sufficient, so that people can work through complex cases without constant escalation.
The listing favors leaders with solid technical grounding in Linux administration and web application development, including MVC frameworks such as Rails, Django, Laravel, PHP, and Python.
Responsibilities
- Hire and maintain a high-performing Support Engineering team alongside fellow support managers
- Grow team members' technical skills through mentoring, structured training, and career opportunities
- Build self-sufficiency and accountability, with the team's work tied to key performance indicators
- Hold regular one-on-ones that address challenges and protect psychological safety
- Coach Support Engineers to run rigorous technical interviews
- Work across GitLab to understand customer needs and inform product and support improvements
- Document team workflows and streamline them through tooling, process changes, and automation
- Lead measurable improvement projects that raise the quality of the customer experience
Requirements
- Experience leading technical, customer-facing teams and developing engineers at several career levels
- Skill in building and rolling out processes that make a team more productive
- Hands-on technical support background across the full ticket lifecycle, including working with developers
- Analytical and problem-solving ability for complicated technical issues
- Working knowledge of Linux administration and of web application development on MVC frameworks such as Rails, Django, Laravel, PHP, or Python
Core Skills
Benefits
- Support for health, money matters, and overall wellbeing
- Adjustable paid time off
- Employee resource groups open to every team member
- Stock-based pay and a discounted share purchase plan
- A fund for personal growth and skill development
- Leave for new parents
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this role remote?
Yes. The posting lists the role as remote and covers the AMER region.
What is the employment type?
The posting describes this as a full-time position.
What salary applies?
The posting lists a United States base salary range of $115,200 to $194,400 USD for US residents. Base pay excludes bonuses, equity, and benefits.
What experience is required?
The posting asks for experience leading technical customer-facing teams, technical support work, and understanding of Linux and web application development.
How do I apply?
The posting does not describe specific application steps.
Sample Interview Questions
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