.The GitLab DevSecOps platform empowers 100,000+ organizations to deliver software faster and more efficiently. We are one of the world's largest all-remote companies with 2,000+ team members and values that foster a culture where people embrace the belief that everyone can contribute. Learn more about Life at GitLab.An overview of this role 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 enabling their team to succeed. With Support Engineers, Support Managers own the customer support experience and are always looking to improve the efficiency of our support. Due to the platform nature of GitLab They must also coordinate across departments to accomplish collaborative goals. Some examples of our projects of which managers were involved in shepherding: A tool to quickly analyze strace output A solution to capture the state of a customer's server for easier troubleshooting A tool which turns log files into interactive tables to easily sort and filter columns A functionality to ChatOps to make it easier to identify user accounts on GitLab.Com What you'll do Hire a world-class team of Support Engineers who are focused on delivering excellent technical support Help Support Engineers level up in their skills and experience Drive team members to be self-sufficient and meet KPI goals Build processes that enable team members to collaborate and execute Hold regular 1:1s with all members of your team Help GitLab better understand our customers and their business goals Create a sense of psychological safety in your team Train Support Engineers to conduct technical interviews Improve the customer experience in measurable and repeatable ways What you'll bring Experience leading Support Engineering teams Extensive experience building and scaling teams Focus on employee development and the achievement of desired results Advanced analytical and problem-solving skills Experience creating and implementing new processes and procedures 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 An understanding of what it takes to execute complex Linux System Administration tasks Prior Web application development experience using an MVC framework (e.G. Ruby on Rails, Python, Django, PHP, Laravel) About the team The Support team is distributed all over the world across AMER, EMEA, and APAC regions. Support Engineers and Managers work on Support Tickets and helping GitLab's customers, but they also dig into the code and logs to find out why something is not working as expected