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GitLab
Incident & Escalation Lead
Remote · Canada, United States · Full time · Mid level
About the role
Lead complex, executive, and commercial escalations for enterprise customers. Advocate for customers and coordinate teams toward resolution and relationship repair.
What you’ll do
• Own complex escalations end-to-end. • Advocate for customers internally. • Coordinate teams toward resolution. • Maintain customer-facing resolution plans. • Lead post-escalation reviews and relationship repair.
What you’ll bring
• Experience in enterprise technical support or escalation management. • Track record owning complex escalations end-to-end. • Executive-level communication skills. • Ability to coordinate teams without formal authority. • Availability for on-call coverage globally.
Life at GitLab
Benefits supporting health, finances, and well-being. Flexible PTO, equity compensation, and growth funds.
About GitLab
GitLab is an intelligent orchestration platform for DevSecOps trusted by over 50 million users and Fortune 100 companies.