Remote Senior Incident & Escalation Manager

Jobicy; United States; Remote; USD 120,000 - 170,000; Full time

Benefits offered by this job

Flexible Paid Time Off

Equity Compensation

Growth and Development Fund

Parental Leave

Job summary

GitLab is seeking an Escalation Manager to own high-impact, executive-facing escalations for enterprise customers within the Incident & Escalation Management function. You will coordinate across Engineering, Support, Product, Customer Success, and Sales to drive timely resolutions and protect customer trust.

You will advocate for customers, maintain a clear resolution plan from engagement to closure, and lead post-incident reviews with concrete action owners.

Qualifications

• Experience in enterprise technical support, customer success, or incident and escalation management.
• Own complex, multi-stakeholder escalations end-to-end, including executive customer engagements and structured resolution or account plans.
• Executive-level written and verbal communication skills, with the ability to translate technical detail into plain-language updates for customers and GitLab leadership.
• The ability to coordinate Engineering, Support, Product, Customer Success, and Sales under pressure without formal authority over those teams.
• Calm, structured decision-making with incomplete information and the ability to provide a steadying presence in high-stress customer situations.
• Proficiency with support and coordination tools such as Zendesk, Salesforce, Slack, and PagerDuty, or equivalent platforms.
• Nice to have ITIL Foundation or DevSecOps familiarity; experience with AI-assisted tools is a plus.

Responsibilities

• Own complex, executive, and commercial escalations end-to-end, coordinating across teams.
• Advocate for customers internally and coordinate Engineering, Support, Product, Customer Success, and Sales toward resolution.
• Maintain a written, customer-facing resolution plan from engagement through resolution and update at each milestone.
• Coordinate with Incident Managers during concurrent incidents to maintain a coherent customer narrative.
• Lead external escalation communications using approved templates and drive executive conversations for Severity 1/2 events.
• Brief GitLab leadership with concise summaries of knowns, unknowns, and next steps.
• Lead post-escalation reviews and develop corrective actions with owners and due dates.

Skills

Executive communication

Escalation management

Cross-functional coordination

SaaS customer support

Zendesk familiarity

On-call availability

Stakeholder management

Tools

Zendesk

Salesforce

Slack

PagerDuty

Job description

GitLab is seeking an Escalation Manager to own high-impact, executive-facing escalations for enterprise customers within the Incident & Escalation Management function. You will coordinate across Engineering, Support, Product, Customer Success, and Sales to drive timely resolutions and protect customer trust.

You will advocate for customers, maintain a clear resolution plan from engagement to closure, and lead post-incident reviews with concrete action owners.