Manager, Support Engineering, US Government
GitLab · Remote · United States · 1mo ago
GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100* trust GitLab to ship better, more secure software faster.
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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An overview of this role
As a Support Engineering Manager on our US Government support team, you’ll own the end-to-end delivery of world-class support for GitLab’s US Government customers. You’ll lead a tight-knit team of support engineers who troubleshoot complex environments and enterprise deployments, and you’ll evolve how we serve this highly regulated customer base so their experience not only meets but exceeds expectations. You’ll be responsible for hiring and developing excellent engineers, building and refining processes, and partnering closely with other Support Engineering Managers and product and engineering teams to ensure GitLab continues to meet the unique needs of government environments. You’ll also take part in our on-call rotation during working hours and join customer calls and ticket reviews when needed, giving you direct insight into customer challenges and the opportunity to shape how GitLab delivers secure, reliable support for critical government systems.
What you’ll do
- Lead a team of Support Engineers focused on troubleshooting complex environments for US Government customers and ensuring high-quality case resolution.
- Collaborate with other Support Engineering Managers to design, refine, and evolve our support model, processes, and tooling.
- Drive hiring efforts to build and grow a strong team, from sourcing and interviewing to onboarding and developing Support Engineers.
- Partner with product and engineering teams to share customer insights and influence how GitLab’s products and services evolve for government use cases.
- Participate in the manager on-call rotation during working hours to coordinate responses to escalated and critical customer situations.
- Support your team by joining customer calls, reviewing tickets, and providing hands-on guidance for complex or sensitive issues.
- Coach and mentor Support Engineers on technical troubleshooting, communication, and professional development, with a focus on customer-centered outcomes.
- Champion continuous improvement by identifying patterns in government customer needs and implementing changes that enhance our overall support experience.
What you’ll bring
- Experience leading and developing support engineering teams, including during periods of growth and change.
- Background managing technical support for complex enterprise products, ideally in environments with sensitive or regulated data.
- Familiarity with US Government customers and how their needs, processes, and constraints differ from private sector organizations.
- Ability to hire, onboard, and grow support engineers, with a focus on building balanced teams that can meet evolving customer needs.
- Skill in coaching and mentoring engineers through challenging customer issues, escalations, and professional development conversations.
- Experience handling crisis or high-severity incidents in production environments, including clear communication with internal teams and customers.
- Comfortable collaborating with cross-functional partners in engineering and product to advocate for customer needs and influence product direction.
- Openness to candidates with transferable leadership and support experience, even if their background is not exclusively in government-focused roles.
About the team
Our US Government Support team formed in 2019 and has grown alongside the adoption of GitLab within government agencies. We provide focused, high-quality technical support for US Government customers, helping them troubleshoot complex environments and use GitLab’s DevSecOps platform securely and effectively. We are distributed across the United States and balance synchronous and asynchronous collaboration to cover customer needs while working in a remote-first way. We are a mix of tenured and newer support engineers, and we are currently focused on scaling our processes, strengthening crisis management for sensitive systems, and deepening our partnerships with product and engineering teams to ensure GitLab continues to meet government-specific requirements.
The base salary range for this role’s listed level is currently for residents of the United States only. This range is intended to reflect the role's base salary rate in locations throughout the US. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, alignment with market data, and geographic location. The base salary range does not include any bonuses, equity, or benefits. See more information on our benefits and equity. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.
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.
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