Manager of Support Engineering, GitLab

AMER

$98-210k

Salary applicable for candidates based in CA, CO, HI, NJ, NY, WA, other locations may vary + Equity

PHP

Python

Django

Linux

Ruby

Laravel

Slack

MVC

Rails

Ruby on Rails

Senior and Expert level

Remote from Canada, US

One DevOps platform

Job no longer available

One DevOps platform

1001+ employees

B2BSaaSDevOps

Job no longer available

$98-210k

Salary applicable for candidates based in CA, CO, HI, NJ, NY, WA, other locations may vary + Equity

PHP

Python

Django

Linux

Ruby

Laravel

Slack

MVC

Rails

Ruby on Rails

Senior and Expert level

Remote from Canada, US

1001+ employees

B2BSaaSDevOps

Company mission

To make it so that everyone can contribute. When everyone can contribute, users become contributors and we greatly increase the rate of innovation.

Job

Company

Role

Who you are

Experience leading Support Engineering teams
Extensive experience building and scaling teams
Focus on employee development and the achievement of desired results
Advanced analytical and problem-solving skills
Experience creating and implementing new processes and procedures
Affinity for (and experience with) providing technical customer support
Extensive experience in leading teams to take ownership and work to manage the entire issue lifecycle, from customer to development team, to resolution
An understanding of what it takes to execute complex Linux System Administration tasks
Prior Web application development experience using an MVC framework (e.g. Ruby on Rails, Python, Django, PHP, Laravel)

What the job involves

Like other Managers, Support Managers at GitLab see the team as their product
While they know how to communicate with customers, their time is spent hiring a world-class team and enabling their team to succeed
With Support Engineers, Support Managers own the customer support experience and are always looking to improve the efficiency of our support
Due to the platform nature of GitLab They must also coordinate across departments to accomplish collaborative goals
Hire a world-class team of Support Engineers who are focused on delivering excellent technical support
Help Support Engineers level up in their skills and experience
Drive team members to be self-sufficient and meet KPI goals
Build processes that enable team members to collaborate and execute
Hold regular 1:1s with all members of your team
Help GitLab better understand our customers and their business goals
Create a sense of psychological safety in your team
Train Support Engineers to conduct technical interviews
Improve the customer experience in measurable and repeatable ways
The Support team is distributed all over the world across AMER, EMEA, and APAC regions
Support Engineers and Managers work on Support Tickets and helping GitLab’s customers, but they also dig into the code and logs to find out why something is not working as expected
The Collaboration here at GitLab is extraordinary and exciting - Support Engineers solve complex problems together and participate in regular pairing sessions and 1:1s, as well as coffee chats and Slack conversations that help them stay connected
Support Team members are core contributors to our customer experience
We think a healthy customer experience is delivered by a healthy team
We focus on building processes at the intersection of our customer needs and our team’s wellbeing
GitLab Team Members have the opportunity for flexibility in their days to achieve that healthy balance

Our take

GitLab is an open-source collaboration platform for developers. It enables teams to build code quickly from anywhere without compromising on security or quality. GitLab already has an estimated 30M+ users from all over the world.

According to a 2021 GitLab report, 60% of developers can release code 2x faster with DevOps platforms that bring teams together and accelerate processes. It stands out by catering to programmers of all experiences. Gitlab's version control system helps streamline the process of creating, maintaining, and deploying code, whoever you are.

GitLab was in the right place to capitalise on the recent trend toward rapid digital transformation and remote working. This trend is expected to grow, and with it, GitLab's popularity. With its successful 2021 IPO and the patronage of major brands such as Nasdaq and Jaguar Land Rover, GitLab is expected to solidify its position as the go-to platform for development teams.

Kirsty

Company Specialist at Welcome to the Jungle

Insights

Top investors

15% employee growth in 12 months

Glassdoor (3.9)

Trustpilot (1.5)

Company

Funding (last 2 of 8 rounds)

Sep 2019

$268m

SERIES E

Dec 2018

$20m

SERIES D

Total funding: $435m

Company benefits

We offer benefits to manage your health, wealth, and well-being regardless of location
Flexibility in schedule to be there for life’s important moments
Equity compensation & Employee Stock Purchase Plan offered
Generous Paid Time Off

Company HQ

Financial District, San Francisco, CA

Leadership

Sid Sijbrandij

(CEO)

Studied Physics at the University of Twente. Interned at P&G and IBM. Was Lead Architect at the Netherlands' Ministry of Justice from 2009 to 2012. Founded app store Comcoaster in 2008, and then co-founded GitLab in 2012.

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