Manager, Assigned Support Engineering (EMEA)

• Set clear goals and expectations, track progress across onboarding, relationships, escalations, and KPIs, and connect the team's work to company priorities. Help ASEs prioritize across accounts when everything feels urgent.

• Lead escalations from start to finish. Work with Engineering, Product, Sales, and Customer Success to get the right people moving, and keep the customer informed and confident in the plan.

• Work alongside the account teams to bring at-risk customers back to health, including renewal and expansion risk driven by support concerns. Build the recovery plan, drive the technical side, and report on progress until the customer is stable.

• Help ASEs translate their actions and activity into outcomes, deliverables, and ROI, and present that to customers and executives in clear decks that cover what happened, what you're doing about it, and what comes next.

• Work with the ASE leadership team on initiatives that improve the program and customer outcomes, and see yours through to results.

• Partner with Sales, Customer Success, CSMs, Product, and Engineering to push for what customers need, and contribute utilization and onboarding data to capacity and headcount planning with Finance and sales leadership.

• Document how the team works and find ways to make it more efficient through tools, process changes, and automation. Use AI well in your own work and coach ASEs to do the same.

What you'll bring

• 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.

• A strong record of handling escalations with both internal teams and customers. You stay calm, keep people aligned, and know when to bring in leadership.

• The ability to turn a complicated or nuanced situation into a clear written story and tie activity to outcomes with numbers.

• A customer-centric approach balanced with good judgment about what the service, the team, and the company can deliver, and experience working with account teams to bring struggling customers back to health.

• A record of getting work done across teams through influence and strong working relationships. You can work with Sales, CS, and account teams to set clear expectations for the ASE service and find the right path for each customer.

• Willingness to be available outside standard hours, including weekends, for the occasional critical escalation or customer-impacting incident.

• Comfort with ambiguity and change. You keep a team steady while priorities, processes, and the program evolve, and you explain the reasons for changes so people stay engaged.

• A strong technical foundation to guide engineers in complex, production-critical environments, including Linux system administration and web application development concepts. Familiarity with Git, DevOps practices, or GitLab is helpful.

• A history of developing engineers at different skill levels through real feedback, mentoring, and clear expectations.

• Process skills that make a team more efficient without adding bureaucracy, and comfort leading a remote, globally distributed team using metrics and customer feedback.

About the team

The ASE team is spread across AMER, EMEA, and APAC and works mostly async, with regular pairing sessions, 1:1s, and Slack. We support GitLab's largest and most strategic customers, who run GitLab in production-critical environments. We dig into code and logs, work across departments, and focus on root cause, trends, preventing repeat issues, and providing the technical acumen that helps customers get the most value out of GitLab for their business.

How GitLab Supports Full-Time Employees

• 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

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.

Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.

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GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law . If you have a disability or special need that requires accommodation , please let us know during the recruiting process .

• ASE

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