Support Engineering Manager, US Government

Posted Yesterday
Easy Apply
Hiring Remotely in US
Remote
Senior level
Cloud • Security • Software • Cybersecurity • Automation
GitLab is the most comprehensive AI-powered DevSecOps platform.
The Role
Manage a team of support engineers for US Government customers, focusing on hiring, coaching, and elevating customer support experiences while collaborating with engineering teams for product improvements.
Summary Generated by Built In

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

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.

How GitLab will support you

  • Benefits to support your health, finances, and well-being
  • All remote, asynchronous work environment
  • Flexible Paid Time Off 
  • Team Member Resource Groups
  • Equity Compensation & Employee Stock Purchase Plan
  • Growth and Development Fund
  • Parental leave 
  • Home office support

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.

Top Skills

Ai-Powered Devsecops Platform

What the Team is Saying

Cynthia
Austin
Panos
Liam
Kyla
Alana
Chloe
Reshmi
Am I A Good Fit?
beta
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.

The Company
HQ: North Sydney, New South Wales
2,350 Employees
Remote Workplace
Year Founded: 2014

What We Do

GitLab is an open core software company that develops the most comprehensive DevSecOps Platform used by more than 100,000 organizations. Our mission makes it clear that we believe in a world where everyone can contribute. We make that possible at GitLab by running our operations on our product and staying aligned with our values.

We strive to create a transparent environment where all team members around the world feel that their voices are heard and welcomed. We also aim to be a place where people can show up as their full selves each day and contribute their best.

Why Work With Us

We’ve got big ambitions to make GitLab the most comprehensive AI-powered DevSecOps platform and need skilled contributors to get us there. At GitLab, your contributions shape the future of software development at a time when AI is changing the way software is built. Together, we're building the most comprehensive AI-powered DevSecOps platform.

Gallery

Gallery
Gallery
Gallery
Gallery
Gallery
Gallery
Gallery
Gallery
Gallery

GitLab Offices

Remote Workspace

Employees work remotely.

All-remote means that each individual in the organization is empowered to work and live where they are most fulfilled; it makes it clear that every team member is equal. No one, not even the executive team, meets in-person on a daily basis.

Typical time on-site: None
HQNorth Sydney, New South Wales
San Francisco, CA
Learn more

Similar Jobs

GitLab Logo GitLab

Sr. Manager, Practice Development - Customer Success

Cloud • Security • Software • Cybersecurity • Automation
Easy Apply
Remote
3 Locations
2350 Employees
222K-392K Annually

GitLab Logo GitLab

Manager, Customer Success Engineer (CSE)

Cloud • Security • Software • Cybersecurity • Automation
Easy Apply
Remote
3 Locations
2350 Employees
107K-230K Annually

GitLab Logo GitLab

Public Sector Customer Success Manager

Cloud • Security • Software • Cybersecurity • Automation
Easy Apply
Remote
3 Locations
2350 Employees
77K-166K Annually

GitLab Logo GitLab

Support Engineer (Weekend Coverage - AMER)

Cloud • Security • Software • Cybersecurity • Automation
Easy Apply
Remote
3 Locations
2350 Employees
76K-162K Annually

Sign up now Access later

Create Free Account

Please log in or sign up to report this job.

Create Free Account