Global Escalation Leader – Remote

GitLab Inc.; United States; Remote; USD 95,000 - 135,000; Full time

Benefits offered by this job

Flexible PTO

Equity Compensation & ESPP

Growth and Development Fund

Parental Leave

Job summary

GitLab Inc. is seeking an Escalation Manager to lead complex executive and commercial escalations within the global Incident & Escalation Management team.

You will advocate for customers, coordinate Engineering, Support, Product, and Sales, and maintain a written resolution plan from engagement to resolution. You will drive post-escalation reviews, contribute to playbooks, and manage escalating scenarios with a calm, structured approach while operating in a fully remote, globally distributed

Qualifications

• Experience in enterprise SaaS or B2B tech support, customer success, or incident management.
• Track record of managing complex escalations including executive engagements.
• Excellent written and verbal communication at executive level.

Responsibilities

• Own complex executive and commercial escalations end-to-end.
• Coordinate Engineering, Support, Product, CS, and Sales toward resolution.
• Maintain a customer-facing resolution plan through milestones.

Skills

Executive stakeholder management

Cross-functional influence

ITIL frameworks

AI-assisted support tools

On-call leadership

Tools

Zendesk

Salesforce

Slack

PagerDuty

Job description

GitLab Inc. is seeking an Escalation Manager to lead complex executive and commercial escalations within the global Incident & Escalation Management team.

You will advocate for customers, coordinate Engineering, Support, Product, and Sales, and maintain a written resolution plan from engagement to resolution. You will drive post-escalation reviews, contribute to playbooks, and manage escalating scenarios with a calm, structured approach while operating in a fully remote, globally distributed