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This position is remote based, anywhere in EMEA.
Like other Managers, Support Managers at GitLab see the team as their product. While they know how to communicate with customers their time is spent hiring a world-class team and putting them in the best position to succeed. They own the customer support experience and are always looking to improve productivity. They must also coordinate across departments to accomplish collaborative goals.
Responsibilities
- Hire a world class team of Support Engineers who are focused on delivering world class technical support
- Help Support Engineers level up in their skills and experience
- Drive team members to be self-sufficient
- Build processes that enable team members to collaborate and execute
- Hold regular 1:1s with all members on their team
- Create a sense of psychological safety on your team
- Exquisite communication: Regularly achieve consensus amongst their team
- Train Support Engineers to screen applicants and conduct technical interviews
- Improve the customer experience in measurable and repeatable ways
- More information can be found on the support page in the handbook
Requirements
- 3+ years experience leading Support Engineering teams
- Experience leading remote, distributed teams across geographies with a keen focus on employee development and the achievement of desired results
- Advanced analytical and problem solving skills
- Experience creating and implementing new processes and procedures
- Extensive experience building and scaling teams
- Affinity for (and experience with) providing technical customer support
- Extensive experience in leading teams to take ownership and work to manage the entire issue lifecycle, from customer, to development team, to resolution
- Ability to perform complex Linux System Administration tasks
- Web application development experience using an MVC framework (e.g. Ruby on Rails, Python, Django, PHP, Laravel)
- Excellent spoken and written English
- You share our values, and work in accordance with those values
- Successful completion of a background check
Learn more about Leadership at GitLab
The compensation for this role can be found here.
Hiring Process
Candidates for this position can expect the hiring process to follow the order below. Please keep in mind that candidates can be declined from the position at any stage of the process. To learn more about someone who may be conducting the interview, find her/his job title on our team page.
- Qualified candidates will be invited to schedule a 30 minute screening call with our Global Recruiters.
- Selected candidates will receive a short questionnaire from our Global Recruiters
- Next, candidates will move to the first round of interviews:
- 60 Minute Peer Behavioral Interview (Panel)
- 90 Minute Technical Interview with a member for the Support team
- The Tech Interview will involve live break-fix/bug-fix scenarios as well as customer scenarios. You will need to have access to a terminal with Bash or similar. You will also need to have an SSH key pair installed locally so you can connect to the server. Windows users must have ‘Git Bash for Windows’ installed prior to the call. If the Tech Interview is not passed, the Behavioral Interview will be canceled.
- Next, candidates will move to the second round of interviews
- 60 Minute Interview with the Senior Support Manager in that region
- Some candidates will be asked to join a 60 Minute Interview with the Director of Support
- Successful candidates will subsequently be made an offer
Remote-UKRA
Remote-POL