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Support Management

A brief overview:

GitLab is building an open source, single application for the entire software development lifecycle—from project planning and source code management to CI/CD, monitoring, and security.

We ended 2019 with a team of 68 Support staff. Right now, we’re in a period of growth, we’re quickly increasing the size of the Support team, in step with the number of GitLab employees which broke 1000 in 2019 as well.

At GitLab, we live and breathe open source principles. This means our entire handbook is online, and with a few clicks, you can find the details of future releases, check out our past releases, and see some of the customers you’d be supporting while working here.

Support Engineering Management at GitLab isn’t your typical management opportunity because of our approach to the function. Support is embedded within the Engineering department and truly operates in an environment where Support and Engineering meet. Your team will be interacting with customers daily as they encounter the difficult edge cases of running GitLab in complex environments.

In the space of a day, our engineers might be doing behind the scenes work of a Linux administrator troubleshooting performance problems by using strace on a particular process, interacting with the Product team to ensure that steps in a bug report are reproducible, or with the Engineering team itself diving deep into our codebase and putting together a merge request to actually fix a customer issue. That’s not all though - they’d equally be invited to improve our documentation, help build out more efficient support processes in our issue tracker and dive into the cutting edge technologies that will define how we will do work tomorrow.

At GitLab, we hold that managers should be technically competent and experienced in the subject matter. So, it would be your job to use your technical expertise to support all of those moving pieces - including stepping into the shoes of a Support Engineer when needs be.

We want to live in a world where everyone can contribute, and as a member of the support team there are no barriers to using your skills to improve the experience of our users, our customers and importantly the folks you’d be supporting as a manager.

What you can expect in a Support Engineering Manager role at GitLab:

As a Support Engineering Manager, you will be:

Projects you might work on:

When you’re not tackling difficult customer challenges, you’ll have a lot of freedom to work on things that will make your (and the lives of your coworkers) easier. Current and past support engineers have:

You should apply if:

Senior Support Engineering Manager

Senior Support Managers manage multiple teams and Staff-level individual contributors (ICs) within the Support Department. As a Senior Support Engineering Manager you will ensure that the managers and/or ICs who report to you, and the engineers they work with have everything they need to deliver world-class support to GitLab customers.

A Senior Support Engineering Manager will:

Requirements

Nice-to-have Requirements

Performance Indicators

Support Management have the following job-family performance indicators.

Span of Control

Support Management roles have the following spans of control:

What it’s like to work here at GitLab:

The culture here at GitLab is something we’re incredibly proud of. Because GitLabbers are currently located in over 51 different countries, you’ll spend your time collaborating with kind, talented, and motivated colleagues from across the globe. Some of the benefits you’ll be entitled to vary by the region or country you’re in. However, all GitLabbers are fully remote and receive a "no ask, must tell" paid-time-off policy, where we don’t count the number of days you take off annually. You can work incredibly flexible hours, enabled by our asynchronous approach to communication. We’ll also help you set up your home office environment, pay for your membership to a co-working space, and contribute to the travel costs associated with meeting other GitLab employees across the world.

Also, every year or so, we’ll invite you to our Contribute event.

Hiring Process

Candidates for this position can expect the hiring process to follow the order below. Please keep in mind that candidates can be declined from the position at any stage of the process. To learn more about someone who may be conducting the interview, find her/his job title on our team page.

Additional details about our process can be found on our hiring page.

Compensation

Components

Compensation at GitLab consists of:

  1. Base salary
  2. Options
  3. Bonus in some functions
  4. Discretionary bonus
  5. Retirement contributions in eligible regions
  6. Pay for equipment
  7. Remote work
  8. Unlimited time off
  9. Benefits

Apply

Please note that if we are actively hiring for a position, you will see it listed on our jobs page, where all of our current openings are advertised. To apply, please click on the name of the role you are interested in, which will take you to our applicant tracking system (ATS), Greenhouse.

Avoid the confidence gap; you do not have to match all the listed requirements exactly to apply. Our hiring process is described in more detail in our hiring handbook.

About GitLab

GitLab Inc. is a company based on the GitLab open-source project. GitLab is a community project to which over 1,000 people worldwide have contributed. We are an active participant in this community, trying to serve its needs and lead by example. We have one vision: everyone can contribute to all digital content, and our mission is to change all creative work from read-only to read-write so that everyone can contribute.

We value results, transparency, sharing, freedom, efficiency, self-learning, frugality, collaboration, directness, kindness, diversity and inclusion, boring solutions, and quirkiness. If these values match your personality, work ethic, and personal goals, we encourage you to visit our primer to learn more. Open source is our culture, our way of life, our story, and what makes us truly unique.

Top 10 reasons to work for GitLab:

  1. Work with helpful, kind, motivated, and talented people.
  2. Work remote so you have no commute and are free to travel and move.
  3. Have flexible work hours so you are there for other people and free to plan the day how you like.
  4. Everyone works remote, but you don't feel remote. We don't have a head office, so you're not in a satellite office.
  5. Work on open source software so you can interact with a large community and can show your work.
  6. Work on a product you use every day: we drink our own wine.
  7. Work on a product used by lots of people that care about what you do.
  8. As a company we contribute more than we take, most of our work is released as the open source GitLab CE.
  9. Focused on results, not on long hours, so that you can have a life and don't burn out.
  10. Open internal processes: know what you're getting in to and be assured we're thoughtful and effective.

See our culture page for more!

Work remotely from anywhere in the world. Curious to see what that looks like? Check out our remote manifesto and guides.