Manager, Support Engineering (AMER)

Responsibilities

• Partner with other support managers to hire and maintain a world-class
• Support Engineering team focused on delivering excellent technical support to GitLab's customers.
• Develop your team members' technical skills and experience through mentorship, structured training, and career growth opportunities.
• Drive team ownership by fostering self-sufficiency, accountability, and alignment with key performance indicators.
• Build scalable processes and workflows that enable your team to collaborate effectively and execute with excellence.
• Conduct regular 1:1s with all team members to support their growth, address challenges, and create psychological safety.
• Support Engineers to conduct high-quality technical interviews, strengthening your hiring pipeline.
• Partner across GitLab to deepen understanding of customer needs and business goals, informing product and support improvements.
• Lead continuous improvement initiatives that enhance the customer experience through measurable, repeatable solutions.
• Document how the team works and find ways to make it more efficient through tools, process changes, and automation. Use AI well in your own work and coach your team to do the same.

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