Remote AI-Driven Support Engineering Manager

GitLab Inc.

Northern (KY)

Remote

USD 120,000 - 180,000

Full time

3 days ago

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Job summary

GitLab Inc. is seeking a Support Manager to lead a distributed global team of Support Engineers. You will shape the customer support experience in your region, balance direct client relationships with scaling the team, and drive AI-enabled processes to improve efficiency.

You’ll collaborate across departments to deliver tools and solutions that enhance support operations and outcomes. You’ll hire, mentor, and empower engineers, maintain high standards for interviewing, and ensure a

Qualifications

Ability to lead technical, customer-facing teams and mentor engineers.
Ability to design and implement efficient support processes.
Ability to manage the full support lifecycle in collaboration with development.
Strong analytical and problem-solving skills for complex issues.
Understanding of Linux system administration and web app concepts (MVC frameworks).

Responsibilities

Hire and develop a world-class Support Engineering team.
Scale team through process improvement and AI adoption.
Drive ownership with KPIs and accountability.
Build scalable workflows for cross-functional collaboration.
Conduct regular 1:1s to support growth and psychological safety.
Lead technical interviews to strengthen the hiring pipeline.
Collaborate with other teams to align on customer needs and product goals.
Lead improvements to customer experience through measurable, repeatable solutions.
Document workflows and optimize tools, processes, and automation.