Manager, Support Engineering, US Government

ABOUT THE ROLE GitLab is a global leader in DevSecOps, empowering more than 50 million developers and over half of the Fortune 100 to ship secure, high‑quality software faster. The US Government Support team is a critical part of that mission, delivering world‑class service to federal agencies that operate under strict security, compliance, and operational constraints. As Manager of Support Engineering for the US Government, you will own the end‑to‑end delivery of support for these highly regulated customers, guiding a focused team of engineers through complex troubleshooting, crisis management, and continuous improvement of our support model. Your leadership will shape how GitLab’s products evolve to meet unique government use cases, ensuring that every interaction exceeds the expectations of agencies that rely on our platform for mission‑critical systems. WHAT YOU'LL DO You will lead a small, high‑performing team of support engineers, setting the tone for technical excellence and customer‑centric problem solving. You will collaborate with peer managers to design, refine, and scale the support model, processes, and tooling that keep our US Government customers satisfied and compliant. You will drive the full hiring lifecycle—sourcing, interviewing, onboarding, and developing talent—to build a balanced, resilient team that can handle growth and change. You will partner closely with product and engineering leaders, feeding customer insights that influence roadmap decisions and feature prioritization. You will participate in the manager on‑call rotation during working hours, coordinating responses to escalated incidents and ensuring rapid, clear communication with internal stakeholders and customers. You will join customer calls, review tickets, and provide hands‑on guidance for complex or sensitive issues, mentoring engineers on troubleshooting, communication, and professional development. You will champion continuous improvement by identifying patterns in government customer needs and implementing changes that enhance the overall support experience. WHAT YOU'LL NEED You have proven experience leading and developing support engineering teams, especially during periods of growth and change. You possess a deep understanding of technical support for complex enterprise products, ideally within environments that handle sensitive or regulated data. Familiarity with US Government customers, their processes, and constraints is essential, but you are also open to candidates with transferable leadership and support experience. You are skilled at hiring, onboarding, and growing support engineers, building balanced teams that meet evolving customer needs. You excel at coaching and mentoring through challenging customer issues, escalations, and professional development conversations. You have a track record of handling crisis or high‑severity incidents in production, communicating clearly with internal teams and customers. You collaborate effectively with cross‑functional partners in engineering and product, advocating for customer needs and influencing product direction. WHY REMOTE GitLab’s remote‑first culture is built on asynchronous collaboration, flexible schedules, and a distributed workforce that spans the United States. This approach allows you to work from wherever you are most productive while staying connected to your team through real‑time communication tools and regular virtual syncs. The remote model supports a healthy work‑life balance, enabling you to manage personal commitments and professional responsibilities without the constraints of a traditional office. You will have the autonomy to structure your day around peak productivity windows, while still participating in essential meetings, on‑call rotations, and customer engagements that require real‑time collaboration. BENEFITS Health, dental, and vision coverage for you and your family. Generous paid time off and a flexible holiday schedule. A remote work stipend to support your home office setup.