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The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software.
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What this role is about
You'll manage a team of Assigned Support Engineers who provide relationship-based technical support to GitLab's biggest enterprise customers. ASEs work proactively with customers to find root causes and prevent repeat issues, which is different from working a ticket queue. They also turn their actions and activity into outcomes and deliverables that show customers the ROI they get from GitLab.
You'll build a team that works independently, owns issues from start to finish, and knows when to ask for help. When a customer relationship is in trouble, you'll work alongside the account teams to bring it back to health. You'll also help improve the ASE program in ways that matter to customers and to the company.
What you'll do
- Hire, coach, and develop ASEs. Hold regular 1:1s, give direct feedback, deal with performance issues early, and build a team where people feel safe raising problems.
- Pay attention to engagement and retention, and coach the team on GitLab's values and operating principles.
- Train ASEs to run technical interviews so the hiring pipeline doesn't depend on you.
- Set clear goals and expectations, track progress across onboarding, relationships, escalations, and KPIs, and connect the team's work to company priorities. Help ASEs prioritize across accounts when everything feels urgent.
- Lead escalations from start to finish. Work with Engineering, Product, Sales, and Customer Success to get the right people moving, and keep the customer informed and confident in the plan.
- Work alongside the account teams to bring at-risk customers back to health, including renewal and expansion risk driven by support concerns. Build the recovery plan, drive the technical side, and report on progress until the customer is stable.
- Help ASEs translate their actions and activity into outcomes, deliverables, and ROI, and present that to customers and executives in clear decks that cover what happened, what you're doing about it, and what comes next.
- Work with the ASE leadership team on initiatives that improve the program and customer outcomes, and see yours through to results.
- Partner with Sales, Customer Success, CSMs, Product, and Engineering to push for what customers need, and contribute utilization and onboarding data to capacity and headcount planning with Finance and sales leadership.
- 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 ASEs to do the same.
What you'll bring
- 5+ years in technical support, with at least 2 years managing customer-facing technical teams.
- Experience with high-touch or assigned support for enterprise customers. Professional services delivery counts. Experience across Self-Managed, GitLab Dedicated, and GitLab.com is a plus.
- A strong record of handling escalations with both internal teams and customers. You stay calm, keep people aligned, and know when to bring in leadership.
- The ability to turn a complicated or nuanced situation into a clear written story and tie activity to outcomes with numbers.
- A customer-centric approach balanced with good judgment about what the service, the team, and the company can deliver, and experience working with account teams to bring struggling customers back to health.
- A record of getting work done across teams through influence and strong working relationships. You can work with Sales, CS, and account teams to set clear expectations for the ASE service and find the right path for each customer.
- Willingness to be available outside standard hours, including weekends, for the occasional critical escalation or customer-impacting incident.
- Comfort with ambiguity and change. You keep a team steady while priorities, processes, and the program evolve, and you explain the reasons for changes so people stay engaged.
- A strong technical foundation to guide engineers in complex, production-critical environments, including Linux system administration and web application development concepts. Familiarity with Git, DevOps practices, or GitLab is helpful.
- A history of developing engineers at different skill levels through real feedback, mentoring, and clear expectations.
- Process skills that make a team more efficient without adding bureaucracy, and comfort leading a remote, globally distributed team using metrics and customer feedback.
About the team
The ASE team is spread across AMER, EMEA, and APAC and works mostly async, with regular pairing sessions, 1:1s, and Slack. We support GitLab's largest and most strategic customers, who run GitLab in production-critical environments. We dig into code and logs, work across departments, and focus on root cause, trends, preventing repeat issues, and providing the technical acumen that helps customers get the most value out of GitLab for their business.
How GitLab Supports Full-Time Employees
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.
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