Manager, Support Engineering, US Government

GitLab
United States
Workplace: RemoteFull timeFunction: Government & Public AdministrationSkills: ["Leadership","Coaching","Mentoring","Communication","Cross-functional collaboration"]

Own the end-to-end delivery of world-class support for US Government customers. Lead and develop a tight-knit team of Support Engineers troubleshooting complex environments and enterprise deployments, while evolving the support model, processes, and tooling. Partner with product and engineering teams to share customer insights and influence product direction, and participate in on-call and customer calls/ticket reviews to ensure secure, reliable outcomes for highly regulated systems.

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FursaFursa
GitLab
GitLab
1 day ago

Manager, Support Engineering, US Government

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Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Own the end-to-end delivery of world-class support for US Government customers. Lead and develop a tight-knit team of Support Engineers troubleshooting complex environments and enterprise deployments, while evolving the support model, processes, and tooling. Partner with product and engineering teams to share customer insights and influence product direction, and participate in on-call and customer calls/ticket reviews to ensure secure, reliable outcomes for highly regulated systems.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Government & Public Administration
Seniority: Manager level

Key Responsibilities

  • •Lead a team of Support Engineers focused on troubleshooting complex environments and ensuring high-quality case resolution.
  • •Collaborate with other Support Engineering Managers to design and evolve the support model, processes, and tooling.
  • •Drive hiring, onboarding, and ongoing development of Support Engineers.
  • •Partner with product and engineering teams to share customer insights and influence how GitLab serves government use cases.
  • •Join on-call rotation and support customer calls/ticket reviews for escalated and sensitive issues.

Pay and Benefits

Perks:Paid LeaveEquityLearning BudgetParental Leave

Key Requirements

  • •Experience leading and developing support engineering teams, including during growth and change.
  • •Manage technical support for complex enterprise products, ideally involving sensitive or regulated data.
  • •Familiarity with US Government customers and how their needs and constraints differ from private sector organizations.
  • •Ability to hire, onboard, and grow support engineers while building balanced teams.
  • •Experience handling high-severity incidents and coaching/mentoring engineers through challenging escalations.
Experience:DevSecOpsGovernmentEnterprise supportRegulated dataHigh-severity incidents
Skills:LeadershipCoachingMentoringCommunicationCross-functional collaboration

Company Brief

GitLab
Provides a single application for the complete DevSecOps lifecycle, offering source code management, CI/CD, security, and collaboration tools to help teams deliver software faster and more securely.
Industry: Developer Tools
Company Size: Enterprise (1,001+ employees)
Revenue: USD 250M to 500M
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2011
WebsiteLinkedIn