GitLab Support Engineering Manager, EMEA

Posted on April 22nd, 2019

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

    • Affinity for (and experience with) providing customer support
    • Able to triage and resolve GitLab issues
    • Able to perform complex Linux system administration tasks
    • Experience with Ruby on Rails applications and Git
    • Experience implementing new process and procedure
    • Interviewing and onboarding new hires
    • Take ownership and work to manage the entire issue lifecycle, from customer, to development team, to resolution
    • Makes customers happy
    • Excellent spoken and written English
    • You share our values, and work in accordance with those values
    • Successful completion of a background check 
    • Leadership at GitLab

The compensation for this role can be found here.

Remote - UK

Remote-Hu
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