Manager - Support Engineering
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An overview of this role
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.
Some examples of our projects of which managers were involved in shepherding:
A solution to capture the state of a customer’s server for easier troubleshooting
A tool which turns log files into interactive tables to easily sort and filter columns
A functionality to ChatOps to make it easier to identify user accounts on GitLab.com
What you’ll do
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
What you’ll bring
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)
About the team
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. Thanks to our Transparency value, you can see what we are working on in our Support Team page. Additionally, you can see our company roadmap and listen to some of our meetings.
How GitLab will support you
Manager - Support Engineering
To see similar active jobs please follow this link: Remote Development jobs
An overview of this role
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.
Some examples of our projects of which managers were involved in shepherding:
A solution to capture the state of a customer’s server for easier troubleshooting
A tool which turns log files into interactive tables to easily sort and filter columns
A functionality to ChatOps to make it easier to identify user accounts on GitLab.com
What you’ll do
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
What you’ll bring
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)
About the team
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. Thanks to our Transparency value, you can see what we are working on in our Support Team page. Additionally, you can see our company roadmap and listen to some of our meetings.
How GitLab will support you