Manager, Support Engineering, US Government

An overview of this role

As a Support Engineering Manager on our US Government support team, you’ll own the end-to-end delivery of world-class support for GitLab’s US Government customers. You’ll lead a tight-knit team of support engineers who troubleshoot complex environments and enterprise deployments, and you’ll evolve how we serve this highly regulated customer base so their experience not only meets but exceeds expectations. You’ll be responsible for hiring and developing excellent engineers, building and refining processes, and partnering closely with other Support Engineering Managers and product and engineering teams to ensure GitLab continues to meet the unique needs of government environments. You’ll also take part in our on-call rotation during working hours and join customer calls and ticket reviews when needed, giving you direct insight into customer challenges and the opportunity to shape how GitLab delivers secure, reliable support for critical government systems.

What you’ll do

• Lead a team of Support Engineers focused on troubleshooting complex environments for US Government customers and ensuring high-quality case resolution.
• Collaborate with other Support Engineering Managers to design, refine, and evolve our support model, processes, and tooling.
• Drive hiring efforts to build and grow a strong team, from sourcing and interviewing to onboarding and developing Support Engineers.
• Partner with product and engineering teams to share customer insights and influence how GitLab’s products and services evolve for government use cases.
• Participate in the manager on-call rotation during working hours to coordinate responses to escalated and critical customer situations.
• Support your team by joining customer calls, reviewing tickets, and providing hands-on guidance for complex or sensitive issues.
• Coach and mentor Support Engineers on technical troubleshooting, communication, and professional development, with a focus on customer-centered outcomes.
• Champion continuous improvement by identifying patterns in government customer needs and implementing changes that enhance our overall support experience.

What you’ll bring

• Experience leading and developing support engineering teams, including during periods of growth and change.
• Background managing technical support for complex enterprise products, ideally in environments with sensitive or regulated data.
• Familiarity with US Government customers and how their needs, processes, and constraints differ from private sector organizations.
• Ability to hire, onboard, and grow support engineers, with a focus on building balanced teams that can meet evolving customer needs.
• Skill in coaching and mentoring engineers through challenging customer issues, escalations, and professional development conversations.
• Experience handling crisis or high-severity incidents in production environments, including clear communication with internal teams and customers.
• Comfortable collaborating with cross-functional partners in engineering and product to advocate for customer needs and influence product direction.
• Openness to candidates with transferable leadership and support experience, even if their background is not exclusively in government-focused roles.

About the team

Our US Government Support team formed in 2019 and has grown alongside the adoption of GitLab within government agencies. We provide focused, high-quality technical support for US Government customers, helping them troubleshoot complex environments and use GitLab’s DevSecOps platform securely and effectively. We are distributed across the United States and balance synchronous and asynchronous collaboration to cover customer needs while working in a remote-first way. We are a mix of tenured and newer support engineers, and we are currently focused on scaling our processes, strengthening crisis management for sensitive systems, and deepening our partnerships with product and engineering teams to ensure GitLab continues to meet government-specific requirements.