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
2+ years experience leading Support Engineering teams
Experience leading remote, distributed teams across geographies with a keen focus on employee development and the achievement of desired results
Advanced analytical and problem solving skills
Experience creating and implementing new processes and procedures
Extensive experience building and scaling teams
Affinity for (and experience with) providing technical customer support
Extensive experience in leading teams to take ownership and work to manage the entire issue lifecycle, from customer, to development team, to resolution
Ability to perform complex Linux System Administration tasks
Web application development experience using an MVC framework (e.g. Ruby on Rails, Python, Django, PHP, Laravel)
Excellent spoken and written English
You share our values, and work in accordance with those values