Taking applicationsTechnical Support·Posted 21h ago
Manager, Assigned Support Engineering (EMEA)
GitLab
UK
Pay
Not listed
Job type
Full-time · Remote
Hours
Flexible
Location
UK
EnglishSenior level
About the role
A manager role leading a team of Assigned Support Engineers who provide high-touch technical support to GitLab's largest enterprise customers. The job is UK-based and focuses on escalations, customer recovery, team coaching, and cross-functional work with Sales and Engineering.
What you'll do
- Hire, coach, and develop Assigned Support Engineers
- Lead customer escalations from start to finish
- Work with account teams to recover at-risk customers
- Set goals and track team KPIs
- Translate support activity into outcomes and ROI
- Partner with Sales, Customer Success, Product, and Engineering
- Improve the ASE program and customer outcomes
- Document and automate team processes
What you'll need
- 5+ years in technical support
- At least 2 years managing customer-facing technical teams
- Experience with high-touch or assigned enterprise support
- Strong escalation handling with internal teams and customers
- Ability to write clear customer-facing narratives
- Customer-centric judgment about service delivery
- Cross-team influence and relationship building
- Availability outside standard hours, including weekends
Skills
Technical supportTeam managementEscalation managementEnterprise customer supportCross-functional collaborationCustomer relationship recoveryROI reportingProcess automation
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