Manager, Support Engineering, US Government
Leads and develops a support engineering team serving US Government customers, overseeing complex troubleshooting, escalations, hiring, and process improvements. The role requires experience managing technical support teams, handling high-severity incidents, and partnering with product and engineering organizations.
About the job
Responsibilities
- 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 support models, processes, and tooling.
- Drive hiring efforts, including sourcing, interviewing, onboarding, and developing Support Engineers.
- Partner with product and engineering teams to share customer insights and influence GitLab’s products and services for government use cases.
- Participate in the manager on-call rotation during working hours to coordinate responses to escalated and critical customer situations.
- Join customer calls, review tickets, and provide hands-on guidance for complex or sensitive issues.
- Coach and mentor Support Engineers on technical troubleshooting, communication, and professional development.
- Identify patterns in government customer needs and implement improvements to the support experience.
Requirements
- Experience leading and developing support engineering teams during periods of growth and change.
- Experience managing technical support for complex enterprise products, ideally in environments with sensitive or regulated data.
- Familiarity with US Government customers and their needs, processes, and constraints.
- Ability to hire, onboard, and develop Support Engineers.
- 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.
- Ability to collaborate with engineering and product partners to advocate for customer needs and influence product direction.
- Transferable leadership and support experience is welcomed, even without an exclusively government-focused background.
Benefits
- Flexible paid time off
- Team member resource groups
- Equity compensation and employee stock purchase plan
- Growth and development fund
- Parental leave
Skills
DevSecOps, Technical Support, Enterprise Software, Incident Management, Crisis Management, Production Environments, Troubleshooting, On-Call Support, Customer Escalations, Hiring, Coaching, Mentoring, Cross-Functional Collaboration, Product Management, Engineering
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