Executive Incident & Escalation Lead

GitLab Inc.

United States

Remote

USD 120,000 - 180,000

Full time

4 days ago

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Benefits offered by this job

Flexible Paid Time Off

Equity Compensation & Employee Stock

Growth and Development Fund

Parental Leave

Job summary

GitLab is seeking an Escalation Manager within the Incident & Escalation Management (IM/EM) team. You will own complex, executive, and commercial escalations for enterprise customers, advocating for clients and coordinating cross-functional teams to resolve critical incidents.

You will maintain customer-facing resolution plans, lead external communications, brief leadership, and drive postmortem improvements.

Qualifications

Experience in enterprise software support or customer success.
Track record of owning multi-stakeholder escalations end-to-end.
Executive-level written and verbal communication skills.
Ability to coordinate Engineering, Support, Product, Customer Success, and Sales under pressure.
Calm, structured decision-making with incomplete information.
Familiarity with support/coordination tools like Zendesk, Salesforce, Slack, PagerDuty.
On-call availability for global team escalations.

Responsibilities

Own complex, executive, and commercial escalations end-to-end with defined engagement models.
Coordinate across Engineering, Support, Product, CS and Sales toward resolution.
Maintain a written, customer-facing resolution plan from engagement to resolution.
Coordinate with Incident Managers during concurrent incidents for a coherent narrative.
Lead external escalation communications using approved templates and cadence.
Brief GitLab leadership with concise, clear summaries of knowns/unknowns/next steps.
Lead post-escalation reviews and hand the relationship back to Customer Success.