Incident & Escalation Lead- Enterprise Customers

📋 Description

• Own complex, executive, and commercial escalations end-to-end, as defined in GitLab's IM/EM
• Advocate for customers internally and coordinate Engineering, Support, Product, Customer Success
• Maintain a written, customer-facing resolution plan from engagement through confirmed resolution
• Coordinate with Incident Managers during concurrent technical incidents to maintain a single
• Own external escalation communications using GitLab's approved templates and cadence, and represent
• Engage Sales, Customer Success, and executive stakeholders as needed, including

🎯 Requirements

• Experience in enterprise technical support, customer success, or incident and escalation management
• A track record of owning complex, multi-stakeholder escalations end-to-end, including executive
• Executive-level written and verbal communication skills, with the ability to translate technical
• The ability to coordinate Engineering, Support, Product, Customer Success, and Sales under pressure
• Calm, structured decision-making with incomplete information and the ability to provide a steadying
• Proficiency with support and coordination tools such as Zendesk, Salesforce, Slack, and PagerDuty

🎁 Benefits

• Benefits to support your health, finances, and well-being
• Flexible Paid Time Off
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and Development Fund
• Parental Leave