A live role
Manager, Support Engineering (AMER)
from GitLab · read the original and apply on their site
Remote, Canada; Remote, United States
Our take: The real work here is growing a distributed team of Support Engineers who own hard technical problems, while designing the processes and AI workflows that make support smoother.
If you see a team as the thing you build, this role hands you one: hiring, mentoring, and growing Support Engineers who troubleshoot hard technical problems and own them from first contact to resolution. You will design the processes and AI workflows that make support better, run honest one-to-ones, and protect a team that stays healthy while serving customers well. It suits someone who believes a good customer experience comes from a cared-for team, and who enjoys making the messy work smoother.
Needs
- hiring support engineers
- mentoring and 1:1s
- designing processes
- troubleshooting issues
- documenting the work
- cross-team collaboration
Rewards
- real autonomy
- pairing sessions
Demands
- navigating ambiguity
- owning the support lifecycle
- async remote cadence
- hitting the kpis
Grows
- coaching problem-solving
- leading ai adoption
- automating team toil
- shaping strategy
Values
- psychological safety
- team wellbeing
- ownership culture
- inclusion
- continuous learning
Drains
- grinding support tickets
- tracking metrics
Would you love this work?
See how what you love doing lines up with this role - it takes about ten minutes to find out.
Find what I'd love to do next