Manager, Assigned Support Engineering (EMEA) - GitLab

GitLab is the intelligent orchestration platform for DevSecOps, enabling organizations to increase developer productivity, improve operational efficiency, and accelerate digital transformation. More than 50 million registered users and over 50% of the Fortune 100 trust GitLab to ship better, more secure software faster.

What this role is about

You'll manage a team of Assigned Support Engineers who provide relationship-based technical support to GitLab's biggest enterprise customers. ASEs work proactively with customers to find root causes and prevent repeat issues, turning actions into outcomes and deliverables that demonstrate ROI.

You'll build a team that works independently, owns issues from start to finish, and knows when to ask for help. When a customer relationship is in trouble, you'll work alongside account teams to bring it back to health while helping improve the ASE program.

What you'll do

• Hire, coach, and develop ASEs. Hold regular 1:1s, give direct feedback, deal with performance issues early, and build a team where people feel safe raising problems.
• Pay attention to engagement and retention, and coach the team on GitLab's values and operating principles.
• 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 KPIs, and connect the team's work to company priorities.
• Lead escalations from start to finish, working with Engineering, Product, Sales, and Customer Success.
• Work alongside account teams to bring at-risk customers back to health, including renewal and expansion risk driven by support concerns.
• Help ASEs translate their actions into outcomes, deliverables, and ROI, presenting them clearly to customers and executives.
• Partner with Sales, Customer Success, Product, and Engineering, and contribute utilization and onboarding data to capacity and headcount planning.
• Document how the team works and find ways to make it more efficient through tools, process changes, and automation, utilizing AI effectively.

What you'll bring

• 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 or professional services delivery.
• A strong record of handling escalations calmly with both internal teams and customers.
• The ability to turn a complicated situation into a clear written story and tie activity to outcomes with numbers.
• Willingness to be available outside standard hours, including weekends, for the occasional critical escalation.
• A strong technical foundation to guide engineers in complex environments, including Linux system administration and web application development concepts.
• Familiarity with Git, DevOps practices, or GitLab.

About the team

The ASE team is spread across AMER, EMEA, and APAC and works mostly async, with regular pairing sessions, 1:1s, and Slack. We support GitLab's largest and most strategic customers in production-critical environments, focusing on root cause, trends, and value realization.