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Support Engineering Manager (APAC)

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GitLab's DevOps platform empowers 100,000+ organizations to deliver software faster and more efficiently. We are one of the world’s largest all-remote companies with 1,400+ team members and values that guide a culture where people embrace the belief that everyone can contribute.


A brief overview of the GitLab Customer Support department:

The GitLab Customer Support Department is a 100+ person globally distributed team that consists of Support Engineering, Support Operations, and Support Management. 

The GitLab Support Team provides technical support to GitLab Saas and Self-Managed customers.


Blogs about working in Customer Support @ GitLab:

  • Working for GitLab - A Support Engineer's perspective 

  • GitLab Support Virtual Pizza Party

Manager, Support Engineering

Support Engineering Management at GitLab isn’t your typical management opportunity because of our approach to the function. Support is embedded within the Engineering department and truly operates in an environment where Support and Engineering meet. Your team will be interacting with customers daily as they encounter the difficult edge cases of running GitLab in complex environments.

Support Engineering Managers at GitLab lead teams in the order of ten Support Engineers distributed across a region. At GitLab, we hold that managers should be technically competent and experienced in the subject matter.  We also look for managers who have a strong management philosophy and experience leading high-growth, scaling, distributed and diverse technical support teams.  While Support Engineering Managers at GitLab spend a lot of time hiring, onboarding, and training, they are at the core of resolving customer escalations and play a vital role in cross-functional projects and initiatives.

You should apply if:

  • you have an affinity for (and experience with) providing customer support, and making customers happy.
  • you’ve got 2+ years experience leading support engineering teams.
  • you’ve got 5+ years of support experience.
  • within the last 5 years, you have held a role at one company for at least 2 years.
  • you’ve got extensive experience building and scaling teams.
  • you’re experienced in creating and implementing new processes and procedures.
  • you’ve got experience leading remote, distributed teams across geographies with a keen focus on employee development and the achievement of desired results.
  • you’ve got extensive experience in leading teams to take ownership and work to manage the entire issue lifecycle, from customer, to development team, to resolution.
  • you’re experienced with some of the following: Linux, Git, CI/CD, MVC frameworks (Rails, Django, Laravel or others).

We typically follow this hiring process for Support Managers. 

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.

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Candidate Location Eligibility:
Albuquerque, NM
Ann Arbor, MI
Atlanta, GA
Austin, TX
Baltimore, MD
Baton Rouge, LA
Birmingham, AL
Boise, ID
Boston, MA
Buffalo, NY
Charleston, SC
Charlotte, NC
Chicago, IL
Cincinnati, OH
Cleveland, OH
Colorado, CO
Columbus, OH
Dallas-Fort Worth, TX
Dayton, OH
Des Moines, IA
Detroit, MI
Fayetteville-Springdale-Rogers, AR
Greensboro, NC
Hampton Roads, VA
Hartford, CT
Houston, TX
Huntsville, AL
Indianapolis, IN
Jacksonville, FL
Kansas City, MO
Las Vegas, NV
Lexington, KY
Lincoln, NE
Little Rock, AR
Los Angeles, CA
Louisville, KY
Madison, WI
Memphis, TN
Miami, FL
Milwaukee, WI
Minneapolis–Saint Paul, MN
Nashville, TN
New Orleans, LA
New York City, NY
Ogden, UT
Oklahoma City, OK
Omaha, NE
Orlando, FL
Other US Location
Palm Bay-Melbourne-Titusville
Pensacola, FL
Peoria, IL
Philadelphia, PA
Phoenix – Mesa – Scottsdale, AZ
Pittsburgh, PA
Portland, ME
Portland, OR
Providence, RI
Provo, UT
Raleigh-Durham, NC
Reno, NV
Richmond, VA
Rochester, NY
Sacramento, CA
Salt Lake City, UT
San Antonio, TX
San Diego, CA
San Francisco, CA
San Luis Obispo, CA
Santa Cruz, CA
Seattle, WA
Spokane, WA
St. Louis, MO
Tallahassee, FL
Tampa Bay, FL
Tucson, AZ
Tulsa, OK
Washington DC
Wichita, KS
Wilmington, NC

What are GitLab Perks + Benefits

GitLab Benefits Overview

We offer benefits to manage your health, wealth, and well-being regardless of location with the flexibility in schedule to be there for life’s important moments.

Culture
Volunteer in local community
OKR operational model
Team based strategic planning
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Company-sponsored outings
Some meals provided
Company-sponsored happy hours
Relocation assistance
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Promote from within
Mentorship program
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available

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