Manager, Assigned Support Engineering (EMEA)

Remote · 5+ years experience · Remote · Posted Oct 5, 2026

At a glance

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, which is different from working a ticket queue.
When a customer relationship is in trouble, you'll work alongside the account teams to bring it back to health.

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 to get the right people moving.
Work alongside the account teams to bring at-risk customers back to health, including renewal and expansion risk driven by support concerns.
Help ASEs translate their actions and activity into outcomes, deliverables, and ROI, and present that to customers and executives.
Work with the ASE leadership team on initiatives that improve the program and customer outcomes, and see yours through to results.
Partner with Sales, Customer Success, CSMs, Product, and Engineering to push for what customers need, 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.

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 with both internal teams and customers.
The ability to turn a complicated or nuanced situation into a clear written story and tie activity to outcomes with numbers.
A customer-centric approach balanced with good judgment about what the service, the team, and the company can deliver.
A record of getting work done across teams through influence and strong working relationships.
Willingness to be available outside standard hours, including weekends, for the occasional critical escalation or customer-impacting incident.
Comfort with ambiguity and change.
A strong technical foundation to guide engineers in complex, production-critical environments, including Linux system administration and web application development concepts.
A history of developing engineers at different skill levels through real feedback, mentoring, and clear expectations.

All roles are remote, however some roles may carry specific location-based eligibility requirements.