A live role
Manager, Assigned Support Engineering (EMEA)
from GitLab · read the original and apply on their site
Remote, United Kingdom
Our take: The real work here is coaching a distributed team of support engineers, leading the hard escalations, and turning technical chaos into clear outcomes that bring strategic customers back to health.
If you love turning a group of technical engineers into a team that owns problems from start to finish, this is work that will feed you. You will lead the hard escalations, rescue customer relationships that have gone sideways, and coach people through real feedback while keeping a distributed team steady through change. The reward is seeing engineers grow and watching at-risk customers come back to health because of the plan you built.
Needs
- coaching engineers
- giving direct feedback
- leading escalations
- working across teams
- turning mess into story
- root cause thinking
Rewards
- building a safe team
- developing engineers
- rescuing at-risk customers
- high-stakes support work
- handling tough escalations
Demands
- staying calm under pressure
- comfort with ambiguity
- occasional weekend availability
- leading across time zones
- async remote work
Grows
- customer diplomacy
- tying activity to numbers
- leading distributed teams
- guiding senior engineers
Values
- user obsession
- ownership end to end
- pragmatic process
- transparency
- honest feedback
Drains
- kpi and progress tracking
- capacity and headcount data
- documenting how work runs
Would you love this work?
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