Remote Government Support Engineering Manager

GitLab; United States; On-site; USD 115,000 - 194,000; Full time

Benefits offered by this job

Flexible Paid Time Off

Equity Compensation & Employee Stock

Growth and Development Fund

Parental Leave

Job summary

GitLab is seeking a Support Engineering Manager for our US Government support team. You will own end-to-end delivery of world-class support, lead a tight-knit group of engineers, hire and develop talent, and partner with product and engineering to tailor GitLab for government use cases.

You’ll participate in on-call rotations, join customer calls, and help evolve processes to meet the needs of this highly regulated customer base, ensuring secure, reliable support for critical systems.

Qualifications

• Experience leading and developing support engineering teams.
• Experience with complex enterprise products.
• Familiarity with US Government customers.
• Ability to hire, onboard, and grow engineers.
• Experience handling crisis or high-severity incidents.

Responsibilities

• Lead a team of Support Engineers focused on troubleshooting complex environments for US Government customers.
• 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.

Skills

Team leadership

Technical support

Crisis management

Hiring & onboarding

Cross-functional collaboration

Government domain experience

Job description

GitLab is seeking a Support Engineering Manager for our US Government support team. You will own end-to-end delivery of world-class support, lead a tight-knit group of engineers, hire and develop talent, and partner with product and engineering to tailor GitLab for government use cases.

You’ll participate in on-call rotations, join customer calls, and help evolve processes to meet the needs of this highly regulated customer base, ensuring secure, reliable support for critical systems.