Incident & Escalation Lead- Enterprise Customers

GitLab; United Kingdom; À distance; GBP 70 000 - 110 000; Plein temps

Résumé du poste

GitLab Inc. in the United Kingdom seeks an Incident & Escalation Lead for enterprise customers to own complex escalations end-to-end and uphold customer trust during critical events.

You will coordinate Engineering, Support, Product, Customer Success, and Sales to drive resolution and accountability. In this role you will craft customer-facing plans, guide executive conversations, and lead post-incident reviews.

Qualifications

• Experience in enterprise technical support or incident management for SaaS/enterprise software.
• Proven track record owning complex escalations, including executive engagements.
• Excellent written and verbal communication to translate tech detail for leadership.

Responsabilités

• Own complex escalations end-to-end for enterprise customers.
• Coordinate Engineering, Support, Product, Customer Success, and Sales to resolve issues.
• Maintain customer-facing resolution plans and update at each milestone.
• Lead post-incident reviews and drive corrective actions with owners and due dates.

Connaissances

Enterprise support

Escalation management

Executive communication

Cross-team coordination

CRM tools

Outils

Zendesk

Salesforce

Slack

PagerDuty

Description du poste

Incident & Escalation Lead- Enterprise Customers

Remote, United Kingdom

GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100* trust GitLab to ship better, more secure software faster.

The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our valuesand continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software.

*Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on GitLab data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab.

An overview of this role

Support Engineering at GitLab believes that healthy teams deliver a healthy customer experience, and that command during a crisis shouldn't fall to whoever happens to be senior and available. GitLab's global Incident & Escalation Management (IM/EM) function coordinates critical incidents, complex multi-team engagements, and executive-level escalations for enterprise customers. As Escalation Manager, you'll own complex, executive, and commercial escalations where customer trust and the relationship are at stake, alongside or independently of a technical issue.

In this functional role, you'll advocate for customers inside GitLab, coordinate teams toward resolution, and lead relationship repair after the event.

What you'll do

• Own complex, executive, and commercial escalations end-to-end, as defined in GitLab's IM/EM engagement model.
• Advocate for customers internally and coordinate Engineering, Support, Product, Customer Success, and Sales toward resolution, tracking commitments and holding owning teams accountable to agreed dates and deliverables.
• Maintain a written, customer-facing resolution plan from engagement through confirmed resolution, updating it at each communication milestone.
• Coordinate with Incident Managers during concurrent technical incidents to maintain a single, coherent narrative for the customer.
• Own external escalation communications using GitLab's approved templates and cadence, and represent GitLab in high-stakes customer conversations where clarity and ownership influence retention.
• Engage Sales, Customer Success, and executive stakeholders as needed, including executive-to-executive communication for Severity 1 and 2 events. Brief GitLab leadership with concise summaries that distinguish what's known, what's unknown, and next steps.
• Lead post-escalation reviews and relationship repair plans, contribute corrective actions with named owners and due dates to postmortems, and hand the relationship back to the account's Customer Success Manager at resolution.
• Partner with the Head of IM/EM to develop playbooks, communication templates, and process improvements based on patterns from escalations.

What you'll bring

• Experience in enterprise technical support, customer success, or incident and escalation management at a business-to-business software-as-a-service or enterprise software company.
• A track record of owning complex, multi-stakeholder escalations end-to-end, including executive customer engagements and structured resolution or account plans.
• Executive-level written and verbal communication skills, with the ability to translate technical detail into plain-language updates for customers and GitLab leadership.
• The ability to coordinate Engineering, Support, Product, Customer Success, and Sales under pressure without formal authority over those teams.
• Calm, structured decision-making with incomplete information and the ability to provide a steadying presence in high-stress customer situations.
• Proficiency with support and coordination tools such as Zendesk, Salesforce, Slack, and PagerDuty, or equivalent platforms.
• Availability for on-call coverage supporting executive escalations as part of a globally distributed team.
• Nice to have: Information Technology Infrastructure Library (ITIL) Foundation or equivalent certification; customer-facing experience with GitLab, development, security, and operations (DevSecOps), continuous integration and continuous delivery (CI/CD), or cloud-native products; experience with formal escalation or incident command frameworks; or AI-assisted support tools for triage, sentiment analysis, or resolution drafting.

About the team

The Incident & Escalation Management function sits within Support Engineering in GitLab's Enterprise Technology & AI (ETA) division. We operate a follow-the-sun model anchored in the Americas, Europe, the Middle East and Africa, and Asia-Pacific, providing year-round, 24-hour coverage for enterprise customers. Our Escalation Managers work globally rather than within a single region, partnering with Incident Managers, Communications Leads, and regional Support Engineering leadership. You'll help shape our playbooks, templates, and standards as we scale.

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.

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 .

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in GitLab’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A \"disabled veteran\" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

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An \"Armed forces service medal veteran\" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.