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GitLab

Manager, Assigned Support Engineering – EMEA

GitLab

. Manage a team of Assigned Support Engineers providing relationship-based technical support to GitLab's largest enterprise customers .

Posted 10/5/2026full-timeRemote • United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership in managing technical support teams, focusing on customer-centric strategies, performance management, and process improvement. Possesses a solid technical foundation in Linux system administration and web application development, with experience in handling escalations and driving customer success.

Highest-signal resume keywords
Technical Support ManagementCustomer-Centric ApproachEscalation HandlingTeam Development and MentoringProcess Improvement

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Linux System AdministrationWeb Application DevelopmentTechnical SupportMetrics AnalysisKPI Tracking
Soft Skills
CoachingInfluencingCommunicationRelationship BuildingAdaptability
Tools & Technologies
GitDevOps PracticesAutomation ToolsAI Tools
Industry Keywords
Enterprise CustomersCustomer SuccessProfessional Services DeliverySelf-ManagedGitLab Dedicated

Tech Stack

Tools & technologies
Linux

About the role

Key responsibilities & impact
  • Manage a team of Assigned Support Engineers providing relationship-based technical support to GitLab's largest enterprise customers
  • Hire, coach, and develop ASEs; conduct 1:1s, give feedback, address performance issues, and build psychological safety
  • Monitor engagement and retention and coach the team on GitLab's values and operating principles
  • Train ASEs to conduct technical interviews
  • Set goals and expectations, track onboarding, relationships, escalations, and KPIs, and align work with company priorities
  • Lead escalations from start to finish with Engineering, Product, Sales, and Customer Success
  • Recover at-risk customers, including renewal and expansion risks driven by support concerns
  • Translate ASE activities into outcomes, deliverables, and ROI and present them to customers and executives
  • Lead initiatives with the ASE leadership team to improve the program and customer outcomes
  • Partner with Sales, Customer Success, CSMs, Product, Engineering, Finance, and sales leadership on customer needs, capacity, and headcount planning
  • Document team processes and improve efficiency through tools, process changes, automation, and AI

Requirements

What you’ll need
  • 5+ years in technical support, with at least 2 years managing customer-facing technical teams
  • Experience with high-touch or assigned support for enterprise customers; professional services delivery counts
  • Experience across Self-Managed, GitLab Dedicated, and GitLab.com is a plus
  • Strong record of handling escalations with internal teams and customers
  • Ability to turn complicated or nuanced situations into clear written stories and tie activity to outcomes with numbers
  • Customer-centric approach and experience working with account teams to bring struggling customers back to health
  • Record of getting work done across teams through influence and strong working relationships
  • Willingness to be available outside standard hours, including weekends, for occasional critical escalations or customer-impacting incidents
  • Comfort with ambiguity and change
  • Strong technical foundation, including Linux system administration and web application development concepts
  • Familiarity with Git, DevOps practices, or GitLab is helpful
  • History of developing engineers at different skill levels through feedback, mentoring, and clear expectations
  • Process skills to improve team efficiency and comfort leading a remote, globally distributed team using metrics and customer feedback

Benefits

Comp & perks
  • Benefits to support your health, finances, and well-being
  • Flexible Paid Time Off
  • Team Member Resource Groups
  • Equity Compensation & Employee Stock Purchase Plan
  • Growth and Development Fund
  • Parental Leave
  • Remote work arrangement