Remote AI-Driven Support Engineering Manager

GitLab Inc.; Oregon; Hybride; USD 115 000 - 194 000; Plein temps

Avantages offerts par ce poste

Flexible Paid Time Off

Growth and Development Fund

Parental Leave

Résumé du poste

GitLab is seeking a Support Manager to lead a world-class Support Engineering team across the AMER region, shaping AI-driven strategies and ensuring exceptional customer support. You will balance direct customer relationships with scaling the team, improving processes, adopting AI, and collaborating across departments to deliver tools and solutions that increase efficiency.

You will guide team growth, mentor engineers, and implement scalable workflows while driving measurable improvements in

Qualifications

• Experience leading customer-facing engineering teams.
• Ability to implement processes that improve efficiency.
• Experience with full support lifecycle and collaboration with development.
• Knowledge of Linux System Administration and web app concepts.

Responsabilités

• Partner with other support managers to hire and maintain a world-class Support Engineering team focused on delivering excellent technical support to GitLab's customers.
• Develop your team members' technical skills and experience through mentorship, structured training, and career growth opportunities.
• Drive team ownership by fostering self-sufficiency, accountability, and alignment with key performance indicators.
• Build scalable processes and workflows that enable your team to collaborate effectively and execute with excellence.
• Conduct regular 1:1s with all team members to support their growth, address challenges, and create psychological safety.
• Train Support Engineers to conduct high-quality technical interviews, strengthening your hiring pipeline.
• Partner across GitLab to deepen understanding of customer needs and business goals, informing product and support improvements.
• Lead continuous improvement initiatives that enhance the customer experience through measurable, repeatable solutions.
• Document how the team works and find ways to make it more efficient through tools, process changes, and automation. Use AI well in your own work and coach your team to do the same.

Connaissances

Team leadership

Process implementation

Full lifecycle support

Technical interviewing

Linux admin basics

Description du poste

GitLab is seeking a Support Manager to lead a world-class Support Engineering team across the AMER region, shaping AI-driven strategies and ensuring exceptional customer support. You will balance direct customer relationships with scaling the team, improving processes, adopting AI, and collaborating across departments to deliver tools and solutions that increase efficiency.

You will guide team growth, mentor engineers, and implement scalable workflows while driving measurable improvements in