At a glance
- Workplace
- Remote
- Location
- Remote
- Salary
- USD 115,200-194,400 · Base salary
About the role
- The Manager, Support Engineering (AMER) leads a team of Support Engineers, focusing on hiring, mentorship, and professional development.
- This role involves designing and implementing AI strategies to improve support efficiency and shaping the customer support experience within the AMER region.
- The manager balances direct customer relationship management with scaling team processes and collaborating across departments to drive product improvements.
Responsibilities
- Partner with other support managers to hire and maintain a world-class Support Engineering team.
- Develop team members' technical skills through mentorship, structured training, and career growth opportunities.
- Drive team ownership by fostering self-sufficiency, accountability, and alignment with key performance indicators.
- Build scalable processes and workflows to enable effective team collaboration.
- Conduct regular 1:1s to support growth, address challenges, and create psychological safety.
- Train Support Engineers to conduct high-quality technical interviews.
- Partner across GitLab to inform product and support improvements based on customer needs.
- Lead continuous improvement initiatives to enhance the customer experience.
- Document team workflows and implement automation and AI tools to increase efficiency.
- Coach the team on the effective use of AI in daily workflows.
Requirements
- Ability to lead technical, customer-facing teams.
- Experience supporting the growth of Support Engineers through feedback and mentoring.
- Ability to create and implement processes and procedures that improve team efficiency.
- Ability to provide technical customer support and manage the full support lifecycle.
- Analytical and problem-solving skills to troubleshoot complex technical issues.
- Understanding of Linux System Administration.
- Understanding of web application development concepts (MVC frameworks such as Ruby on Rails, Python, Django, PHP, or Laravel).
Benefits
- Benefits to support 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
Workplace
- Remote role
- Distributed team operating across AMER, EMEA, and APAC regions
Skills
- Linux System Administration
- Ruby On Rails
- Python
- Django
- PHP
- Laravel
- AI
- ChatOps
