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- Support Management
Like other Managers, Support Managers at GitLab see the team as their product. While they know how to communicate with customers their time is spent hiring a world-class team and putting them in the best position to succeed. They own the customer support experience and are always looking to improve productivity. They must also coordinate across departments to accomplish collaborative goals.
Support Engineering Manager
As a Support Manager, you will be responsible for making sure that GitLab self-managed and GitLab.com customers and users receive an excellent support experience.
GitLab Self-managed customers are a mix: everything from Fortune 500 companies in highly regulated environments, to government agencies to boutique development shops.
GitLab.com is a product at scale: a million+ user product with customers all over the world, also supporting a wide variety of customer size and use cases.
To do this you’ll be working closely with Support Engineers, GitLab.com Production, and Product teams to make sure we are listening to our customers and fixing (and preventing) problems. A desire to build efficient process while maintaining a friendly and helpful customer tone is essential. If you are excited about support and want to work in a team that values collaboration and results, this is the place for you.
A Support Engineering Manager will:
- Hire a world class team of support professionals by actively seeking and hiring globally distributed talent who are focused on delivering world class customer support
- Help Support staff level up in their skills and expertise
- Build efficient process to handle volume at scale
- Hold Regular 1:1s with all members on their team
- Drive team members to be self-sufficient
- Be an expert communicator; with customers, with Support team members and with the rest of GitLab
- Train Support staff to screen candidates and conduct interviews
- Improve the Customer Experience in measurable and repeatable ways
- Create a sense of psychological safety on their team
- Develop onboarding and training process for new Support staff
- Fully capable and excited to step into the role of a Support Engineer when needed.
- Develop and implement data-driven tactics to deliver on the strategic goals for Support, as set out on the overall team's strategy page as well as outlined in the direction for Support.
- Develop and use analytics to measure and improve the Support team
- Provide mentorship as needed to improve performance and job satisfaction
- Construct and monitor metrics to maintain customer and user SLA's
- Coordinate via GitLab Issues with other teams to drive GitLab feature development
- 3 years or more experience in Managing people
- Experience with Zendesk or a comparable ticketing system
- Above average knowledge of SaaS Architecture and supporting such infrastructure
- Experience with ELK logging infrastructure
- Experience supporting and advocating for a million+ User base on a SaaS product.
- Experience with debugging Modern MVC Applications and git
- Affinity for (and experience with) providing customer support
- Excellent spoken and written English
- You share our values, and work in accordance with those values
- A technical interview is part of the hiring process for this position.
- A customer scenario interview is part of the hiring process for this position.
- Successful completion of a background check.
- Leadership at GitLab
- Ability to use GitLab
Support Management have the following job-family performance indicators.
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.
- Qualified candidates receive a short questionnaire from our Global Recruiters
- Selected candidates will be invited to schedule a 30 minute screening call with our Global Recruiters
- Next, candidates will be invited to schedule a 90 minute technical interview with customer scenarios with a Support Engineer
- Candidates will then be invited to schedule a 45 minute interview with our Support Manager
- Candidates will then be invited to schedule an additional 45 minute interview with the VP of Engineering
- Finally, candidates may be asked to interview with the CEO
- Successful candidates will subsequently be made an offer via email
Additional details about our process can be found on our hiring page.
Director of Support
The Director of Support role extends the Support Engineering Manager Role
- Hire a world class team of managers and Support Engineers to work on their teams
- Help their managers and developers grow their skills and experience
- Manage multiple teams and projects
- Hold regular skip-level 1:1's with all members of their team
- Create a sense of psychological safety on their teams
- Drive technical and process improvements
- Draft and Report quarterly OKRs
- Own the support experience across all products
- Exquisite communication: Regularly achieve consensus amongst departments
- Represent the company publicly at conferences
- Leadership at GitLab
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),
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.
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:
- Work with helpful, kind, motivated, and talented people.
- Work remote so you have no commute and are free to travel and move.
- Have flexible work hours so you are there for other people and free to plan
the day how you like.
- Everyone works remote, but you don't feel remote. We don't have a head
office, so you're not in a satellite office.
- Work on open source software so you can interact with a large community and
can show your work.
- Work on a product you use every day: we drink our own wine.
- Work on a product used by lots of people that care about what you do.
- As a company we contribute more than we take, most of our work is released
as the open source GitLab CE.
- Focused on results, not on long hours, so that you can have a life and
don't burn out.
- 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.