Manager, Support Engineering, US Government New Remote, United States

GitLab Inc.; Northern (KY); Remote; USD 140,000 - 180,000; Full time

Job summary

GitLab is seeking a Support Engineering Manager for the US Government support team. You will own end-to-end delivery of world-class support for government customers, leading engineers, shaping processes, and partnering with product and engineering to meet government requirements.

You will participate in on-call rotations, hire and mentor staff, and drive continuous improvement in crisis management and customer outcomes across a remote-first organization.

Qualifications

• Experience leading and developing support engineering teams in enterprise environments.
• Experience managing technical support for complex products in regulated settings.
• Familiarity with US Government customers and their unique needs.

Responsibilities

• Lead a team of Support Engineers focused on US Government customers and ensure high-quality case resolution.
• Collaborate with other managers to design, refine, and evolve the support model, processes, and tooling.
• Drive hiring to build and grow a strong team, from sourcing to onboarding and development.
• Partner with product and engineering to share customer insights and influence government use cases.
• Participate in manager on-call rotation during business hours for escalated issues.
• Support the team by joining customer calls and reviewing tickets for complex issues.
• Coach engineers on troubleshooting, communication, and professional growth.

Skills

Leadership

Hiring & onboarding

Crisis management

Cross-functional collaboration

Gov/regulatory experience

Mentoring

Education

Bachelor's degree in a relevant field

Job description

Remote, United States

GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100* trust GitLab to ship better, more secure software faster.

The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our valuesand continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software.

*Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on GitLab data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab.

An overview of this role

As a Support Engineering Manager on our US Government support team, you’ll own the end-to-end delivery of world-class support for GitLab’s US Government customers. You’ll lead a tight-knit team of support engineers who troubleshoot complex environments and enterprise deployments, and you’ll evolve how we serve this highly regulated customer base so their experience not only meets but exceeds expectations. You’ll be responsible for hiring and developing excellent engineers, building and refining processes, and partnering closely with other Support Engineering Managers and product and engineering teams to ensure GitLab continues to meet the unique needs of government environments. You’ll also take part in our on‑call rotation during working hours and join customer calls and ticket reviews when needed, giving you direct insight into customer challenges and the opportunity to shape how GitLab delivers secure, reliable support for critical government systems.

What you’ll do

• Lead a team of Support Engineers focused on troubleshooting complex environments for US Government customers and ensuring high-quality case resolution.
• Collaborate with other Support Engineering Managers to design, refine, and evolve our support model, processes, and tooling.
• Drive hiring efforts to build and grow a strong team, from sourcing and interviewing to onboarding and developing Support Engineers.
• Partner with product and engineering teams to share customer insights and influence how GitLab’s products and services evolve for government use cases.
• Participate in the manager on‑call rotation during working hours to coordinate responses to escalated and critical customer situations.
• Support your team by joining customer calls, reviewing tickets, and providing hands‑on guidance for complex or sensitive issues.
• Coach and mentor Support Engineers on technical troubleshooting, communication, and professional development, with a focus on customer‑centered outcomes.
• Champion continuous improvement by identifying patterns in government customer needs and implementing changes that enhance our overall support experience.

What you’ll bring

• Experience leading and developing support engineering teams, including during periods of growth and change.
• Background managing technical support for complex enterprise products, ideally in environments with sensitive or regulated data.
• Familiarity with US Government customers and how their needs, processes, and constraints differ from private sector organizations.
• Ability to hire, onboarding, and grow support engineers, with a focus on building balanced teams that can meet evolving customer needs.
• Skill in coaching and mentoring engineers through challenging customer issues, escalations, and professional development conversations.
• Experience handling crisis or high‑severity incidents in production environments, including clear communication with internal teams and customers.
• Comfortable collaborating with cross‑functional partners in engineering and product to advocate for customer needs and influence product direction.
• Openness to candidates with transferable leadership and support experience, even if their background is not exclusively in government‑focused roles.

About the team

Our US Government Support team formed in 2019 and has grown alongside the adoption of GitLab within government agencies. We provide focused, high‑quality technical support for US Government customers, helping them troubleshoot complex environments and use GitLab’s DevSecOps platform securely and effectively. We are distributed across the United States and balance synchronous and asynchronous collaboration to cover customer needs while working in a remote‑first way. We are a mix of tenured and newer support engineers, and we are currently focused on scaling our processes, strengthening crisis management for sensitive systems, and deepening our partnerships with product and engineering teams to ensure GitLab continues to meet government‑specific requirements.

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.

Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location‑based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.

GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law . If you have a disability or special need that requires accommodation , please let us know during the recruiting process .