Remote, United Kingdom
Remote
Senior
Full Time
remotemanagementtechnical supportenterprise customerscustomer success
Requirements
- •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
- •Strong record of handling escalations with internal teams and customers
- •Ability to communicate complex situations clearly and tie activity to outcomes with data
- •Customer-centric approach with good judgment and experience working with account teams
- •Ability to influence and build strong working relationships across teams
- •Willingness to be available outside standard hours for critical escalations
- •Comfort with ambiguity and change, able to keep team steady
- •Strong technical foundation including Linux system administration and web application development concepts
- •History of developing engineers through feedback, mentoring, and clear expectations
- •Process skills to improve team efficiency without adding bureaucracy
- •Experience leading a remote, globally distributed team using metrics and customer feedback
What You'll Do
- •Manage a team of Assigned Support Engineers providing relationship-based technical support to enterprise customers
- •Hire, coach, and develop ASEs, including conducting 1:1s and handling performance issues
- •Train ASEs to run technical interviews
- •Set goals and track progress across onboarding, relationships, escalations, and KPIs
- •Lead escalations and coordinate with Engineering, Product, Sales, and Customer Success teams
- •Work with account teams to recover at-risk customers and manage renewal and expansion risks
- •Help ASEs translate actions into outcomes and present to customers and executives
- •Improve the ASE program and customer outcomes through initiatives
- •Partner with Sales, Customer Success, Product, and Engineering to advocate for customer needs
- •Document team processes and improve efficiency through tools, process changes, and automation
- •Use and coach the use of AI in workflows
Nice to Have
- •Experience across Self-Managed, GitLab Dedicated, and GitLab.com
- •Familiarity with Git, DevOps practices, or GitLab
Benefits
- •Benefits to support 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
About GitLab
GitLab is a web-based Git repository manager that offers a variety of features for software development teams.
San Francisco, CA, US
1000 - 5000
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