Manager, Assigned Support Engineering (EMEA)

Overview

In this role you lead the Assigned Support Engineering team to deliver proactive, relationship-based enterprise support. You’ll shape the ASE program, drive outcomes and ROI for customers, and partner with Sales, CS, Product, and Engineering to address strategic needs. You’ll coach engineers, own escalations, and align team work with company priorities. You will foster a high-performing, globally distributed team while leveraging AI to improve efficiency and impact.

Pay / Benefits

• Flexible Paid Time Off
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and Development Fund
• Parental Leave

Responsibilities

• Hire, coach, and develop ASEs; conduct regular 1:1s and address performance early
• Build engagement and retention by reinforcing GitLab values and principles
• Train ASEs to conduct technical interviews to sustain pipeline
• Set clear goals, track onboarding, relationship management, escalations, and KPIs
• Prioritize across accounts during high-pressure periods
• Lead customer escalations from start to finish with cross-functional support
• Collaborate with Account Teams to recover at-risk customers and manage renewal/expansion risks
• Translate team actions into outcomes, ROI, and customer-facing reports/decks
• Partner with Sales, CS, Product, and Engineering to advocate for customer needs and inform capacity planning
• Document processes, seek efficiency via tools and automation, and model AI usage in daily work
• Drive program improvements with ASE leadership and contribute to broader company outcomes

Key requirements

• 5+ years in technical support with at least 2 years leading customer-facing technical teams
• Experience with high-touch or assigned enterprise support; professional services delivery a plus
• Experience across Self-Managed, GitLab Dedicated, and GitLab.com is a plus
• Proven track record handling escalations with internal teams and customers
• Ability to turn complex situations into clear, outcome-focused narratives with measurable results
• Customer-centric approach with solid judgment on deliverables and scope
• History of cross-functional influence with Sales, CS, and Account teams
• Willingness to be available outside standard hours for critical incidents
• Strong technical foundation (Linux system administration, web app development concepts); familiarity with Git, DevOps, or GitLab is helpful
• Experience developing engineers via feedback, mentoring, and clear expectations
• Process-oriented with ability to lead a remote, distributed team via metrics and feedback

• calm under pressure
• strong communication and storytelling
• influence without authority
• Linux system administration
• web application development concepts
• Git knowledge

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