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Support Engineering Manager (EMEA)

2.00 to 5.00 Years   Kolkata   13 Jun, 2020
Gitlab
Job LocationKolkata
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

As a Support Engineering Manager, you will be:

  • helping hire a team of Support Engineers who are focused on delivering world class technical support.
  • helping Support Engineers level up in their skills and experience.
  • driving team members to be self-sufficient.
  • building processes that enable team members to collaborate and execute.
  • holding regular 1:1s with all members on their team.
  • creating a sense of psychological safety on your team.
  • engaging with our customers to triage their issues via email and video conferencing.
  • creating, updating, or reviewing documentation changes based on customer interactions.
  • fostering an environment for the engineers on your team to maintain good ticket performance and satisfaction.
  • training Support Engineers to screen applicants and conduct technical interviews.
  • improving the customer experience in measurable and repeatable ways.
  • participating in escalation on-call rotation (limited to regional working hours during the week and weekend).
Projects you might work on: When you re not tackling difficult customer challenges, you ll have a lot of freedom to work on things that will make your (and the lives of your coworkers) easier. Current and past support engineers have:
  • Created a tool to quickly analyze strace output
  • Built and maintained tooling to handle our call scheduling
  • Scripted a solution to capture the state of a customer s server for easier troubleshooting
  • Added functionality to ChatOps to make it easier to identify user accounts on GitLab.com
  • Written a Chrome Extension to route downloads from Zendesk tickets into organized folders
  • and more!
You should apply if:
  • You have an affinity for (and experience with) providing customer support, and making customers happy.
  • You have more than 2 years experience leading Support Engineering teams.
  • You ve got advanced analytical and problem solving skills.
  • You ve got a keen eye for forward thinking solutions (Kubernetes, Containers, etc.).
  • You enjoy solving many small problems per day.
  • You ve got 5+ years of support experience.
  • Within the last 5 years, you have held a role at one company for at least 2 years.
  • You understand DevOps processes and you appreciate the value technologies like Serverless and Kubernetes bring to the software deployment and development process.
  • You re able to communicate complex technical topics to customers and coworkers of varying technical skill level.
  • You ve got extensive experience building and scaling teams.
  • You demonstrate excellent spoken and written English.
  • You re experienced in creating and implementing new processes and procedures.
  • You re experienced in writing support content.
  • You ve got experience leading remote, distributed teams across geographies with a keen focus on employee development and the achievement of desired results.
  • You ve got extensive experience in leading teams to take ownership and work to manage the entire issue lifecycle, from customer, to development team, to resolution.
  • You re able to perform complex Linux System Administration tasks.
  • You ve got experience with web application development using an MVC framework (e.g. Ruby on Rails, Python, Django, PHP, Laravel).
  • You ve got experience with Git and CI/CD.
  • Our values of collaboration, results, efficiency, diversity, iteration, and transparency resonate with you.
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Keyskills :
softwaredevelopmentlifecycle opensourcesoftware linuxsystemadministration webapplication digitalcontent customersupport projectplanning ebapplicationdevelopmentmvcframework

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