What you’ll bring

• Progressive experience in technical support engineering or a related customer-facing technical discipline.
• Experience managing managers, senior contributors, and distributed teams through a manager-of-managers structure.
• Experience managing multi-country teams in EMEA, with knowledge of employment considerations, cultural differences, and communication across time zones.
• A track record of owning service delivery, including service-level target outcomes, escalations, and operational performance in a globally distributed environment.
• Experience with or interest in AI-assisted support delivery, with the ability to guide adoption and improve workflows.
• Clear written and verbal communication skills, including the ability to work with executives and work with others synchronously and asynchronously.
• Proficiency with support platforms such as Zendesk, Salesforce, Decagon, or equivalent tools.
• Knowledge of DevSecOps, continuous integration and continuous delivery, Kubernetes, cloud-native infrastructure, or GitLab gained through customer-facing work, platform use, administration, or support operations.

About The Team

The GitLab Support Engineering team is distributed across the Americas, EMEA, and Asia-Pacific. The EMEA region represents some of our deepest and most complex enterprise customer relationships. Support Engineers and Managers work on tickets and help GitLab's customers, and they also dig into code and logs to find root causes. Collaboration here is extraordinary. We solve complex problems jointly, participate in pairing sessions and one-to-one meetings, and stay in contact across time zones through deliberate asynchronous habits.

How GitLab Supports Full-Time Employees

Benefits to support your health, finances, and well-being

• Flexible Paid Time Off
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and Development Fund
• Parental Leave

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.

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.

Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us.

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.