Support Engineering Manager, US Government

GitLab; United States; Remote; USD 98,000 - 210,000; Full time

Job summary

An established industry player is seeking a dynamic leader to manage a dedicated support engineering team for US Government clients. This role involves shaping customer experiences, driving team performance, and ensuring the delivery of exceptional support. You will be at the forefront of evolving support strategies, collaborating with talented engineers to meet the unique needs of government customers. This position offers an exciting opportunity to influence a growing team while contributing to a mission-driven organization that values innovation and excellence. If you have a passion for leadership and a commitment to customer satisfaction, this role is perfect for you.

Qualifications

• Proven experience leading Support Engineering teams.
• Strong customer-focused mindset and crisis management skills.

Responsibilities

• Manage a team of support engineers for US Government clients.
• Collaborate with peers to enhance support strategies.

Skills

Leadership

Crisis Management

Customer Service

Mentorship

Team Management

Education

Experience in Support Engineering

US Government Experience

Job description

Remote, US

GitLab is an open core software company that develops the most comprehensive AI-powered DevSecOps Platform, used by more than 100,000 organizations. Our mission is to enable everyone to contribute to and co-create the software that powers our world. When everyone can contribute, consumers become contributors, significantly accelerating the rate of human progress. This mission is integral to our culture, influencing how we hire, build products, and lead our industry. We make this possible at GitLab by running our operations on our product and staying aligned with our values. Learn more about Life at GitLab.

An overview of this role

Join our US Government support team and shape our future customer experience. You are someone who is self-directed and looking to be responsible for a team and their complete delivery. You will collaborate with global peers, but be singular in your responsibility: Serve our US Government customers. That entails evolving our support approach to make sure we are elevating our experience to exceed their expectations. You should have experience hiring excellent engineers, as well as building processes and supporting enterprise products.

What You’ll Do

• Manage a team of tight-knit support engineers who are focused on troubleshooting complex environments for the US Government.
• Collaborate with other Support Engineering managers to design, develop and evolve our approach to providing excellent support.
• Focus on hiring the best engineers to meet our changing customer needs.
• Partner with greater engineering to make sure that our product evolves to serve our Government customers.
• You will join other managers in our on-call rotation (during working hours) to help manage escalated customers.
• Support engineers by joining in for customer calls and ticket management as needed by Engineers.

What You’ll Bring

• Years of experience leading and managing Support Engineering teams – especially through scaling transitions.
• A Customer first mindset: Not the customer is always right, but the customer is at the center of everything we do.
• US Government Experience – You understand the ins and outs of how Gov is similar but different to private enterprise.
• Excellent hiring manager: You’ve hired and developed new teams. You’ll identify the right folks to hire to deliver now, and the right folks that have growth potential.
• Mentorship: Helping to coach our more junior engineers through challenging customer scenarios as well as professional development.
• A Can-do mindset: Managers have influence and direction over their teams and your attitude will be key in guiding and shaping the attitudes of your team.
• Experience in Crisis management - Ability to handle high-pressure situations involving sensitive government systems or data.
• US Citizen, living and working in the United States.

About the team

Our Gov Support team first formed in 2019 and has grown in scale as our Gov customer base adopted and further used more GitLab features. With members across the country, our focus is on balancing sync and async work to serve US Gov customers. You will be joining a team that is a well balanced mix of tenured and newer team members.

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.

The base salary range for this role’s listed level is currently for residents of listed locations only. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, and alignment with market data. See more information on our benefits and equity.

California/Colorado/Hawaii/New Jersey/New York/Washington/DC/Illinois/Minnesota pay range: $98,000 - $210,000 USD.

Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.

GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.

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