Manager, Assigned Support Engineering (EMEA)

📋 Description

• Hire, coach, and develop ASEs. Hold regular 1:1s, give direct feedback, deal with performance
• Pay attention to engagement and retention, and coach the team on GitLab's values and operating
• Train ASEs to run technical interviews so the hiring pipeline doesn't depend on you.
• Set clear goals and expectations, track progress across onboarding, relationships, escalations, and
• Lead escalations from start to finish. Work with Engineering, Product, Sales, and Customer Success
• Work alongside the account teams to bring at-risk customers back to health, including renewal and

🎯 Requirements

• 5+ years in technical support, with at least 2 years managing customer-facing technical teams.
• Experience with high-touch or assigned support for enterprise customers. Professional services
• A strong record of handling escalations with both internal teams and customers. You stay calm, keep
• The ability to turn a complicated or nuanced situation into a clear written story and tie activity
• A customer-centric approach balanced with good judgment about what the service, the team, and the
• A record of getting work done across teams through influence and strong working relationships. You

🎁 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