Remote US Government Support Engineering Manager

GitLab Inc.; Northern (KY); Hybrid; USD 140,000 - 180,000; Full time

Job summary

GitLab is seeking a Support Engineering Manager for the US Government support team. You will own end-to-end delivery of world-class support for government customers, leading engineers, shaping processes, and partnering with product and engineering to meet government requirements.

You will participate in on-call rotations, hire and mentor staff, and drive continuous improvement in crisis management and customer outcomes across a remote-first organization.

Qualifications

• Experience leading and developing support engineering teams in enterprise environments.
• Experience managing technical support for complex products in regulated settings.
• Familiarity with US Government customers and their unique needs.

Responsibilities

• Lead a team of Support Engineers focused on US Government customers and ensure high-quality case resolution.
• Collaborate with other managers to design, refine, and evolve the support model, processes, and tooling.
• Drive hiring to build and grow a strong team, from sourcing to onboarding and development.
• Partner with product and engineering to share customer insights and influence government use cases.
• Participate in manager on-call rotation during business hours for escalated issues.
• Support the team by joining customer calls and reviewing tickets for complex issues.
• Coach engineers on troubleshooting, communication, and professional growth.

Skills

Leadership

Hiring & onboarding

Crisis management

Cross-functional collaboration

Gov/regulatory experience

Mentoring

Education

Bachelor's degree in a relevant field

Job description

GitLab is seeking a Support Engineering Manager for the US Government support team. You will own end-to-end delivery of world-class support for government customers, leading engineers, shaping processes, and partnering with product and engineering to meet government requirements.

You will participate in on-call rotations, hire and mentor staff, and drive continuous improvement in crisis management and customer outcomes across a remote-first organization.