Senior Manager - Assigned Support Engineering

Working Nomads; North America; Remote; GBP 85,000 - 110,000; Full time

Job summary

A leading software company is looking for a Senior Manager for Assigned Support Engineering. You will lead a global team providing proactive technical support, enhance the assigned support offering, and ensure customer satisfaction. Candidates should have substantial experience in technical support and team management. This role offers a unique opportunity to shape customer interactions and improve support processes in a fully remote environment.

Benefits

Flexible work hours

Health insurance

Work-life balance initiatives

Qualifications

• 8+ years of experience in technical support, with 3+ years in a management role.
• Experience managing a high-touch support function for enterprise level customers.
• Ability to guide engineers in complex, production-critical environments.

Responsibilities

• Lead a global team focused on premium customer accounts.
• Define and drive the strategy for assigned support offering.
• Mentor and grow team members to foster continuous improvement.

Skills

Technical support experience

Leadership skills

Customer empathy

Strong communication skills

Data-driven mindset

Tools

Git

DevOps practices

Job description

Senior Manager - Assigned Support Engineering

GitLab’s Support Engineering team is a globally distributed organization committed to providing world-class technical support to our customers. As a Senior Manager for the Assigned Support Engineering team, you will lead a team of seasoned Support Engineers who deliver proactive, relationship-based technical support to our largest and most strategic customers.

This role is instrumental in driving customer satisfaction, reducing time-to-resolution, and improving product adoption. You’ll work closely with Sales, Customer Success, Product, and Engineering teams to ensure we deliver an integrated, high-touch support experience that reflects GitLab’s values of collaboration, transparency, and iteration.

What You’ll Do

Lead a high-performing global team of Assigned Support Engineers focused on premium customer accounts

Define and drive the strategy for the enhanced, assigned support offering, aligning with GitLab’s broader Customer Support and Success teams and product adoption goals

Mentor, coach, and grow team members, fostering a culture of continuous improvement and customer empathy

Establish operational excellence by implementing and optimizing processes around onboarding, ticket management, and customer engagement

Ensure applicable SLAs and KPIs are consistently met or exceeded

Collaborate cross-functionally with Sales, CSAs, CSMs, SAs, Product Management, Engineering, and other leaders to advocate for customer needs and share insights from support interactions

Drive escalations and incident response for critical customer issues, serving as a point of contact for executive stakeholders when needed

Analyze data and feedback to continuously refine team operations, capacity planning, and customer engagement models

Champion the voice of the customer in internal planning and development discussions

What You’ll Bring

8+ years of experience in technical support, with 3+ years in a people management role—preferably within a high-growth, SaaS or open-source environment

Proven experience managing a high-touch or assigned support function and/or professional service function for enterprise level customers

Strong technical aptitude, with the ability to guide and support engineers working in complex, production-critical environments

Deep customer empathy with a focus on proactive service and long-term customer outcomes

Demonstrated ability to lead through influence and collaboration in a fully remote, globally distributed team

Data-driven mindset with experience using support metrics and feedback loops to drive improvements

Excellent communication skills, both written and verbal

Familiarity with Git, DevOps practices, or GitLab is a strong plus

Performance Indicators

Customer satisfaction (CES) and Net Promoter Score (NPS)

Support SLA/SLO adherence

Ticket deflection and time-to-resolution improvements

Internal and external stakeholder feedback

Team engagement and retention

Contribution to product quality via customer feedback loops

Projects

About the team

The Support team is distributed all over the world across AMER, EMEA, and APAC regions. Support Engineers and Managers work on Support Tickets and helping GitLab’s customers, but they also dig into the code and logs to find out why something is not working as expected. The Collaboration here at GitLab is extraordinary and exciting - Support Engineers solve complex problems together and participate in regular pairing sessions and 1:1s, as well as coffee chats and Slack conversations that help them stay connected. Support Team members are core contributors to our customer experience. We think a healthy customer experience is delivered by a healthy team. We focus on building processes at the intersection of our customer needs and our team’s wellbeing. GitLab Team Members have the opportunity for flexibility in their days to achieve that healthy balance. Thanks to our Transparency value, you can see what we are working on in our Support Team page. Additionally, you can see our company roadmap and listen to some of our meetings.

Senior Manager - Assigned Support Engineering

GitLab’s Support Engineering team is a globally distributed organization committed to providing world-class technical support to our customers. As a Senior Manager for the Assigned Support Engineering team, you will lead a team of seasoned Support Engineers who deliver proactive, relationship-based technical support to our largest and most strategic customers.

This role is instrumental in driving customer satisfaction, reducing time-to-resolution, and improving product adoption. You’ll work closely with Sales, Customer Success, Product, and Engineering teams to ensure we deliver an integrated, high-touch support experience that reflects GitLab’s values of collaboration, transparency, and iteration.

What You’ll Do

Lead a high-performing global team of Assigned Support Engineers focused on premium customer accounts

Define and drive the strategy for the enhanced, assigned support offering, aligning with GitLab’s broader Customer Support and Success teams and product adoption goals

Mentor, coach, and grow team members, fostering a culture of continuous improvement and customer empathy

Establish operational excellence by implementing and optimizing processes around onboarding, ticket management, and customer engagement

Ensure applicable SLAs and KPIs are consistently met or exceeded

Collaborate cross-functionally with Sales, CSAs, CSMs, SAs, Product Management, Engineering, and other leaders to advocate for customer needs and share insights from support interactions

Drive escalations and incident response for critical customer issues, serving as a point of contact for executive stakeholders when needed

Analyze data and feedback to continuously refine team operations, capacity planning, and customer engagement models

Champion the voice of the customer in internal planning and development discussions

What You’ll Bring

8+ years of experience in technical support, with 3+ years in a people management role—preferably within a high-growth, SaaS or open-source environment

Proven experience managing a high-touch or assigned support function and/or professional service function for enterprise level customers

Strong technical aptitude, with the ability to guide and support engineers working in complex, production-critical environments

Deep customer empathy with a focus on proactive service and long-term customer outcomes

Demonstrated ability to lead through influence and collaboration in a fully remote, globally distributed team

Data-driven mindset with experience using support metrics and feedback loops to drive improvements

Excellent communication skills, both written and verbal

Familiarity with Git, DevOps practices, or GitLab is a strong plus

Performance Indicators

Customer satisfaction (CES) and Net Promoter Score (NPS)

Support SLA/SLO adherence

Ticket deflection and time-to-resolution improvements

Internal and external stakeholder feedback

Team engagement and retention

Contribution to product quality via customer feedback loops

Projects

About the team

The Support team is distributed all over the world across AMER, EMEA, and APAC regions. Support Engineers and Managers work on Support Tickets and helping GitLab’s customers, but they also dig into the code and logs to find out why something is not working as expected. The Collaboration here at GitLab is extraordinary and exciting - Support Engineers solve complex problems together and participate in regular pairing sessions and 1:1s, as well as coffee chats and Slack conversations that help them stay connected. Support Team members are core contributors to our customer experience. We think a healthy customer experience is delivered by a healthy team. We focus on building processes at the intersection of our customer needs and our team’s wellbeing. GitLab Team Members have the opportunity for flexibility in their days to achieve that healthy balance. Thanks to our Transparency value, you can see what we are working on in our Support Team page. Additionally, you can see our company roadmap and listen to some of our meetings.