Incident & Escalation Lead - Enterprise Customers (Fully Remote)

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

• 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.

What you'll bring:

• 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.

About the team:

• Part of Support Engineering in GitLab's ETA division.
• Follow-the-sun model with 24/7 enterprise coverage.

GitLab

GitLab is an intelligent orchestration platform for DevSecOps that helps organizations ship software faster and more securely. With over 50 million users and more than 50% of the Fortune 100 as customers, GitLab fosters a high-performance, AI-driven culture.