Global Incident & Escalation Lead

GitLab; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Health insurance

Flexible PTO

Equity compensation

Employee Stock Purchase Plan

Growth and development fund

Parental leave

Job summary

GitLab is hiring an Escalation Manager within the Incident & Escalation Management function of the Enterprise Technology & AI division. You will own complex executive and commercial escalations, coordinating Engineering, Support, Product, Customer Success, and Sales to drive resolution and customer trust.

You will lead post-escalation reviews, craft action plans with owners and dates, and participate in developing playbooks and templates to scale escalation processes globally.

Qualifications

• Experience in enterprise technical support, customer success, or incident and escalation management at a SaaS/enterprise software company.
• Track record of owning complex, multi-stakeholder escalations end-to-end, including executive engagements and plans.
• Executive-level written and verbal communication with ability to translate technical detail for leadership.

Responsibilities

• Own complex, executive, and commercial escalations end-to-end, as defined in the IM/EM engagement model.
• Coordinate across Engineering, Support, Product, Customer Success, and Sales toward resolution and timelines.
• Maintain a written, customer-facing resolution plan from engagement through confirmed resolution.

Skills

Executive communication

Stakeholder coordination

Support tools

On-call readiness

Education

Bachelor's degree in related field

Tools

Zendesk

Salesforce

Slack

PagerDuty

Job description

GitLab is hiring an Escalation Manager within the Incident & Escalation Management function of the Enterprise Technology & AI division. You will own complex executive and commercial escalations, coordinating Engineering, Support, Product, Customer Success, and Sales to drive resolution and customer trust.

You will lead post-escalation reviews, craft action plans with owners and dates, and participate in developing playbooks and templates to scale escalation processes globally.