Remote Government Support Engineering Manager

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

Benefits offered by this job

Health benefits

Flexible PTO

Equity compensation

Growth & 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, hire and develop engineers, and partner with product and engineering to meet government requirements.

You’ll participate in on-call rotations, join customer calls, and drive process improvements to ensure secure, reliable support for critical government systems.

Qualifications

• Experience leading support engineering teams in enterprise environments.
• Background in government or regulated environments preferred.
• Proven hiring, onboarding, and mentoring of engineers.
• Strong crisis management and incident response skills.

Responsibilities

• Lead a team of Support Engineers focused on US Government customers and high-quality case resolution.
• Collaborate with other managers to design and evolve the support model, processes, and tooling.
• Drive hiring and onboarding to build a strong, scalable team.
• Partner with product and engineering to align on government use cases.
• Participate in on-call rotation and customer calls to guide resolutions.
• Coach engineers on troubleshooting, communication, and professional growth.
• Identify patterns in government needs and drive continuous improvement.

Skills

Team leadership

Support engineering

Crisis management

Customer-focused

Cross-functional collaboration

Education

Bachelor's degree in a relevant field

Tools

CRM systems

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, hire and develop engineers, and partner with product and engineering to meet government requirements.

You’ll participate in on-call rotations, join customer calls, and drive process improvements to ensure secure, reliable support for critical government systems.