Remote Manager, Support Engineering - AI-Driven Leadership

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

Benefits offered by this job

Flexible Paid Time Off

Equity Compensation & Employee Stock-P

Growth and Development Fund

Parental Leave

Job summary

GitLab is seeking a Support Manager to hire and build a world-class Support Engineering team. You will lead the AI-enabled transformation of our support strategy while balancing direct customer relationships with scalable processes across regions.

You will mentor engineers, drive process improvements, and foster a culture of ownership, psychological safety, and continuous learning. This role is remote, with salary range disclosed for U.S. residents.

Qualifications

• Lead technical, customer-facing teams and support growth of engineers.
• Create and implement processes that improve team efficiency.
• Deliver full support lifecycle from needs discovery to resolution in collaboration with development.
• Strong Linux system administration and web app concepts (MVC frameworks).

Responsibilities

• Partner with other support managers to hire and maintain a world-class Support Engineering team.
• Mentor team members with structured training and career growth opportunities.
• Drive ownership, accountability, and KPI alignment within the team.
• Build scalable processes and workflows for effective collaboration and execution.
• Conduct regular 1:1s to support growth and psychological safety.
• Train engineers to conduct high-quality technical interviews for hiring pipelines.
• Collaborate across GitLab to understand customer needs and inform product improvements.
• Lead continuous improvements to enhance customer experience with measurable solutions.
• Document team workflows and improve efficiency through tools, changes, and AI adoption.

Job description

GitLab is seeking a Support Manager to hire and build a world-class Support Engineering team. You will lead the AI-enabled transformation of our support strategy while balancing direct customer relationships with scalable processes across regions.

You will mentor engineers, drive process improvements, and foster a culture of ownership, psychological safety, and continuous learning. This role is remote, with salary range disclosed for U.S. residents.