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
One DevOps platform
Open for applications
One DevOps platform
1001+ employees
Open for applications
$98-210k
Salary applicable for candidates based in CA, CO, HI, NJ, NY, WA, other locations may vary + Equity
1001+ employees
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.
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 capitalize on the recent trend toward rapid digital transformation and remote working. This trend is expected to continue 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
Insights
Some candidates hear
back within 2 weeks
15% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Sep 2019
$268m
SERIES E
Dec 2018
$20m
SERIES D
Total funding: $433.7m
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 values
- Collaboration - We prioritize things that help us work together effectively, such as assuming positive intent, saying “thanks” and “sorry,” and giving timely feedback.
- Results - We operate with a sense of urgency and bias for action, and we do what we promise — to each other, customers, users, and investors.
- Efficiency - From choosing boring solutions to documenting everything and being managers of one, we strive to make fast progress on the right things.
- Diversity, Inclusion, & Belonging - We work to ensure GitLab is a place where people from every background and circumstance feel like they belong and can thrive.
- Iteration - We aim to do the smallest viable and valuable thing, and get it out quickly for feedback.
- Transparency - Everything we do is public by default, from our company handbook to the issue trackers for our product.
Company HQ
Financial District, San Francisco, CA
Articles
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.
Diversity & Inclusion at GitLab
- Diversity, Inclusion, & Belonging is woven into our values and everything we do
- GitLab is home to many dedicated Team Member Resource Groups
- GitLab is a global, multi-cultural organization with team members all over the world
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