Enterprise Incident & Escalation Lead — Exec Communications

GitLab; United States; Remote; USD 110,000 - 170,000; Full time

Job summary

GitLab is seeking an Incident Escalation Lead within Support Engineering (ETA division) to own complex escalations end-to-end, advocate for customers, and align internal teams. You will run executive communications and resolution plans for high-stakes incidents, and drive post-escalation reviews and process improvements to prevent recurrence.

The role supports a follow-the-sun model with 24/7 enterprise coverage, requiring strong cross-functional collaboration and calm, decisive decision-making

Qualifications

• Experience in enterprise support, customer success, or incident management.
• Executive-level communication and calm decision-making under pressure.
• Familiarity with Zendesk, Salesforce, Slack, and PagerDuty.

Responsibilities

• Own complex escalations end-to-end, advocating for customers and aligning internal teams.
• Lead executive communications and resolution plans for high-stakes incidents.
• Run post-escalation reviews and drive process improvements.

Skills

Executive communication

Incident management

Customer success

Enterprise support

Calm under pressure

Tools

Zendesk

Salesforce

Slack

PagerDuty

Job description

GitLab is seeking an Incident Escalation Lead within Support Engineering (ETA division) to own complex escalations end-to-end, advocate for customers, and align internal teams. You will run executive communications and resolution plans for high-stakes incidents, and drive post-escalation reviews and process improvements to prevent recurrence.

The role supports a follow-the-sun model with 24/7 enterprise coverage, requiring strong cross-functional collaboration and calm, decisive decision-making