Manager, Support Engineering, US Government

the opportunity to shape how GitLab delivers secure, reliable support for critical government systems. What you’ll do 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 our support model, processes, and tooling. Drive hiring efforts to build and grow a strong team, from sourcing and interviewing to onboarding and developing Support Engineers. Partner with product and engineering teams to share customer insights and influence how GitLab’s products and services evolve for government use cases. Participate in the manager on-call rotation during working hours to coordinate responses to escalated and critical customer situations. Support your team by joining customer calls, reviewing tickets, and providing hands-on guidance for complex or sensitive issues. Coach and mentor Support Engineers on technical troubleshooting, communication, and professional development, with a focus on customer-centered outcomes. Champion continuous improvement by identifying patterns in government customer needs and implementing changes that enhance our overall support experience. What you’ll bring Experience leading and developing support engineering teams, including during periods of growth and change. Background managing technical support for complex enterprise products, ideally in environments with sensitive or regulated data. Familiarity with US Government customers and how their needs, processes, and constraints differ from private sector organizations. Ability to hire, onboard, and grow support engineers, with a focus on building balanced teams that can meet evolving customer needs. 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. Comfortable collaborating with cross-functional partners in engineering and product to advocate for customer needs and influence product direction. Openness to candidates with transferable leadership and support experience, even if their background is not exclusively in government-focused roles. About the team Our US Government Support team formed in 2019 and has grown alongside the adoption of GitLab within government agencies. We provide focused, high-quality technical support for US Government customers, helping them troubleshoot complex environments and use GitLab’s DevSecOps platform securely and effectively. We are distributed across the United States and balance synchronous and asynchronous collaboration to cover customer needs while working in a remote-first way. We are a mix of tenured and newer support engineers, and we are currently focused on scaling our processes, strengthening crisis management for sensitive systems, and deepening our partnerships with product and engineering teams to ensure GitLab continues to meet government-specific requirements. The base salary range for this role’s listed level is currently for residents of the United States only. This range is intended to reflect the role's base salary rate in locations throughout the US. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, alignment with market data, and geographic location. The base salary range does not include any bonuses, equity, or benefits. See more information on our benefits and equity . Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary. United States Salary Range $115,200 — $194,400 USD How GitLab Supports Full-Time Employees 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 Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application. Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process. : Please review our Recruitment . Your privacy is important to us. GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law . If you have a disability or special need that requires accommodation , please let us know during the recruiting process .