Manager, Support Engineering – AMER

GitLab

. Hire and maintain a world-class Support Engineering team focused on delivering excellent technical support to GitLab's customers .

Posted 10/8/2026full-timeRemote • United States, CanadaMid-LevelSenior💰 $115,200 - $194,400 per yearWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates expertise in leading technical support teams, fostering team growth through mentorship and structured training, while implementing efficient processes to enhance customer experience and team performance.

Highest-signal resume keywords

Team LeadershipTechnical Customer SupportProcess ImprovementLinux System AdministrationWeb Application Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Linux System AdministrationRuby on RailsPythonDjangoPHPLaravelTechnical Support LifecycleAnalytical SkillsProblem-Solving SkillsProcess Implementation

Soft Skills

MentoringFeedbackCollaborationPsychological SafetyAccountability

Tools & Technologies

Automation ToolsAI Tools

Industry Keywords

Technical SupportCustomer ExperienceSupport EngineeringKey Performance IndicatorsContinuous Improvement

Tech Stack

Tools & technologies

DjangoLinuxLaravelPHPPythonRubyRuby on Rails

About the role

Key responsibilities & impact

Hire and maintain a world-class Support Engineering team focused on delivering excellent technical support to GitLab's customers
Develop team members' technical skills and experience through mentorship, structured training, and career growth opportunities
Drive team ownership, self-sufficiency, accountability, and alignment with key performance indicators
Build scalable processes and workflows for effective collaboration and execution
Conduct regular 1:1s to support growth, address challenges, and create psychological safety
Train Support Engineers to conduct high-quality technical interviews
Partner across GitLab to understand customer needs and business goals, informing product and support improvements
Lead continuous improvement initiatives that enhance customer experience through measurable, repeatable solutions
Document team processes and improve efficiency through tools, process changes, automation, and effective AI use

Requirements

What you’ll need

Ability to lead technical, customer-facing teams and support the growth of Support Engineers at different levels through feedback, mentoring, and growth opportunities
Ability to create and implement processes and procedures that improve team efficiency
Ability to provide technical customer support and manage the full support lifecycle, from understanding customer needs and initial engagement through resolution, in collaboration with development
Analytical and problem-solving skills to troubleshoot complex technical issues and the ability to grow your team’s problem-solving skills
Understanding of Linux System Administration and web application development concepts with MVC frameworks such as Ruby on Rails, Python, Django, PHP, or Laravel

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