Incident & Escalation Lead- Enterprise Customers
Gitlab
GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100* trust GitLab to ship better, more secure software faster. The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software. * Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on GitLab data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab. An overview of this role Support Engineering at GitLab believes that healthy teams deliver a healthy customer experience, and that command during a crisis shouldn't fall to whoever happens to be senior and available. GitLab's global Incident & Escalation Management (IM/EM) function coordinates critical incidents, complex multi-team engagements, and executive-level escalations for enterprise customers.
As Escalation Manager, you'll own complex, executive, and commercial escalations where customer trust and the relationship are at stake, alongside or independently of a technical issue. In this functional role, you'll advocate for customers inside GitLab, coordinate teams toward resolution, and lead relationship repair after the event. What you'll do - Own complex, executive, and commercial escalations end-to-end, as defined in GitLab's IM/EM engagement model. - Advocate for customers internally and coordinate Engineering, Support, Product, Customer Success, and Sales toward resolution, tracking commitments and holding owning teams accountable to agreed dates and deliverables. - Maintain a written, customer-facing resolution plan from engagement through confirmed resolution, updating it at each communication milestone. - Coordinate with Incident Managers during concurrent technical incidents to maintain a single, coherent narrative for the customer. - Own external escalation communications using GitLab's approved templates and cadence, and represent GitLab in high-stakes customer conversations where clarity and ownership influence retention. - Engage Sales, Customer Success, and executive stakeholders as needed, including executive-to-executive communication for Severity 1 and 2 events. Brief GitLab leadership with concise summaries that distinguish what's known, what's unknown, and next steps. - Lead post-escalation reviews and relationship repair plans, contribute corrective actions with named owners and due dates to postmortems, and hand the relationship back to the account's Customer Success Manager at resolution. - Partner with the Head of IM/EM to develop playbooks, communication templates, and process improvements based on patterns from escalations. What you'll bring - Experience in enterprise technical support, customer success, or incident and escalation management at a business-to-business software-as-a-service or enterprise software company. - A track record of owning complex, multi-stakeholder escalations end-to-end, including executive customer engagements and structured resolution or account plans.
- ...Twitter . Technical Program Manager, Customer Onboarding Veracode is seeking an... ...Manager, Customer Onboarding to lead the customer onboarding program across Enterprise and Commercial customers.... ...reviews, stage gates, risk management, escalation paths, decision frameworks, and...CustomerFull timeInternshipWorldwide
- .... An Overview of this role As a Data Scientist at GitLab on the Enterprise Analytics team, you’ll be a trusted analytical partner to Sales,... ...machine learning models - such as propensity, product-qualified lead (PQL) scoring, churn, and expansion models - including training,...SuggestedLong term contractFull time
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- ...Junior Customer Service Representative – Guhuza USA Inc. Location: Orchard Park, NY / Remote Company: Guhuza USA Inc. Position... ...Follow up with customers to ensure issues have been resolved Escalate more complex technical or customer issues when necessary Document...CustomerFull timeWork at officeRemote work
- ...Backed by Greylock and Y Combinator, fully remote since 2018. We are looking for a polyglot Senior Fullstack Engineer to join the Customer Context team. You’ll help build and scale the foundational services, APIs, and pipelines that power the Postscript product. This...CustomerLong term contractFull timeInternshipRemote workWork from homeFlexible hours
$57.15k - $108k per year
...Lead Programmer/Analyst Posting Details Position Information About Buffalo StateBuffalo State is one of the largest comprehensive... ...– Experience in an educational environment – Experience with enterprise application administration, systems integrations, and reporting....Full timeFor contractorsInternshipWork at officeLocal area- ...affiliated with, and do not endorse products or services of GitLab. The Lead, Community Growth Marketing Manager leads community strategy,... ..., and handle member data responsibly. - Partner with Sales and Customer Success to identify priority accounts and top customer champions....CustomerLong term contractFull time
$42k - $53k per year
...outstanding to you, take the first step forward and explore a career with Dal-Tile. Dal-Tile is currently seeking an exceptional Customer Service Representative II to join our TEAM! As the Customer Service Representative, we need someone ready to provide a variety of...CustomerLong term contractTemporary work- ...ICON seeks a Senior Clinical System Lead to direct clinical data science project teams across North America and South America. The role involves leading system initiation, planning, setup, and maintenance for clinical trials, with oversight of cross-functional teams and vendor...Remote work
- ...and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab. An overview of this role As a Lead Investor Relations team member at GitLab, you'll help rebuild our investor relations (IR) processes and shape how we communicate GitLab...Long term contractFull time
- ...design and collaboration, join us! As a Customer Success Manager, you’ll work directly... ...designers harness the power of the world’s leading AI models without losing precision, expression... ...for a portfolio of large, commercial and enterprise customers Understand customer goals...CustomerMinimum wageLong term contractFull timeLocal areaFlexible hours
- ...MaintainX is the world's leading Asset and Work Intelligence platform for industrial and frontline environments. We are a modern IoT-enabled... ...$2.5 billion. About the role: We’re hiring an Acquisition Lead to own and optimize our inbound growth engine across paid and...Remote jobLong term contract
- ...performance, and reliability. Triage, debug, and resolve escalations from enterprise customers running some of the largest GraphQL deployments in the... ...changes and ensuring alignment with cross-domain concerns. Lead architectural discussions and cross-team initiatives,...CustomerFull timeManual laborRemote work
$90 - $100 per hour
...Build and maintain AI-assisted prototyping tools that help designers and engineers move faster and stay aligned with the Design System. Lead and contribute to projects, including new features where the requirements aren't fully defined yet. Support peers across Etsy day to...Contract workFor contractorsInternshipWork at officeRemote work$100.57k - $145.64k per year
...Agreements (SLAs). Serve as the primary escalation point for complex technical or procedural incidents, exercising independent judgment... ..., empathetic, and effective customer service across all user... ...collaboration with the other IT teams. – Lead or participate in specialized IT...CustomerPermanent employmentFull timeWork at officeLocal areaRemote workFlexible hoursAfternoon shift- ...(Nasdaq and TSX: TSAT) is a leading global satellite operator, providing... ..., corporate and government customers for over 55 years. Backed by... ...broadband connectivity for enterprise and Government users by... ...Provide Level 2/3 support for incidents and service requests related...CustomerWorldwide
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$76k - $104.5k per year
...StackAdapt is the leading technology company that empowers marketers... ...measurable results across the entire customer journey. The most forward-... ...(MTTR) on integration-related incidents Code review feedback is... ...Place to Work® #1 DSP on G2 and leader in a number of categories...CustomerLocal areaRemote workWork from homeHome office- ...abuse campaigns and operational work and ensure high-impact incidents are escalated What you’ll bring - 5+ years in technical program management... ...asynchronous environment. - Sound judgment balancing fraud and abuse risk against friction for legitimate users and customers....CustomerFull timeRemote work
- ...profitable growth. More than 10,000 customers worldwide, including over 50%... ...product is built on. You’ll lead a team of 5 to 8 engineers,... ...small team that supports a large customer base. That means ramping... ...customers and production - Lead incident investigation and resolution for...CustomerLong term contractFull timeWorldwide
- ...platform. Fulfillment ensures that customers receive the right product... ...Salesforce, and product services. - Lead an incremental modernization... ...while continuing to deliver customer and business value. - Partner... ..., reliability work, and incident learning. - Champion practical...CustomerLong term contractFull time
- ...CLI, and OpenCode. On the orchestration side, you can build custom agents that are triggered programmatically, tracked centrally... ...of solutions engineers, and be one of our primary technical leads in our enterprise deals. You’ll work alongside our account executives and sales...Full time
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- ..., and scale what works. We think like the customer: every decision connects back to the developer... ...complex or the answer isn't obvious, you lead the design discussion, write up the... ...operational data drives stability, not just incident response. - Keep things moving. You take ambiguous...CustomerFull timeImmediate start
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