Support Engineering Manager

GitLab

Confirmed live today High trust
Remote

Quick summary

Work type
Remote
Location
Canada
Salary
$115,200–$194,400 / yr
Posted
19 days ago
Freshness
Confirmed live today

Market check

Salary context

Below market

How this pay compares to similar roles

Similar $210k
This role $155k
$98k $277k
below market most similar roles pay here above market

This role pays less than 82% of similar roles. Most pay $168,067–$251,187 — the blue band above. At the midpoint, this role pays about $155k versus about $210k for comparable roles.

Based on 240 similar postings.

Employer

About GitLab

GitLab is an all-remote software company that develops an AI-powered DevSecOps platform combining source code management, CI/CD, security scanning, and project planning in a single application.

GitLab currently has 53 open roles on FindRole.

Listed pay typically runs $152,800–$238,000 across 49 roles with salary data.

Most-posted roles

View all roles at GitLab

At a glance

TL;DR · Support Engineering Manager

Role Posting Log in to save

The Manager, Support Engineering (AMER) leads a distributed team responsible for delivering technical support and shaping the customer experience. You will hire, mentor, and develop Support Engineers while designing and implementing an AI strategy for the support organization. Daily responsibilities include building scalable processes, managing the full support lifecycle from initial contact to resolution, and conducting regular one-on-ones to foster psychological safety. You will develop tools to automate installation checks, capture server states, and transform log files into interactive tables. Required skills include Linux System Administration and web application development concepts using MVC frameworks such as Ruby on Rails, Python, Django, or PHP. This role solves complex technical problems by troubleshooting code and logs to improve the intelligent orchestration platform for DevSecOps.

Skills

Linux System Administration Ruby on Rails Python Django PHP Laravel MVC ChatOps GitLab AI Web Application Development Automation Troubleshooting

What you'll do

  • Hire and develop a world-class Support Engineering team through mentorship and structured training.
  • Design and implement an AI strategy for the Support team to drive efficiency and innovation.
  • Build scalable processes and workflows to improve team productivity and internal operations.
  • Conduct regular 1:1 meetings to support employee growth and maintain a psychologically safe environment.
  • Lead continuous improvement initiatives to enhance the customer experience through measurable, repeatable solutions.
  • Document team workflows and implement automation tools to increase operational efficiency.
  • Partner across departments to translate customer needs into product and support improvements.
  • Train Support Engineers to conduct high-quality technical interviews to strengthen the hiring pipeline.

What we're looking for

  • Ability to lead technical, customer-facing teams and support the growth of Support Engineers through mentoring and feedback.
  • Ability to create and implement processes and procedures that improve team efficiency.
  • Ability to provide technical customer support and manage the full support lifecycle from initial engagement through resolution.
  • Analytical and problem-solving skills to troubleshoot complex technical issues and develop team problem-solving skills.
  • Understanding of Linux System Administration and web application development concepts.
  • Knowledge of MVC frameworks such as Ruby on Rails, Python, Django, PHP, or Laravel.
  • Ability to lead the design and implementation of AI strategy for the Support team.

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