Incident & Escalation Lead - Enterprise Customers

• Join GitLab as an Incident & Escalation Lead for enterprise customers, working fully remotely from the UK. • Own complex, executive and commercial escalations where customer trust and the relationship are at stake. • Advocate for customers inside GitLab and coordinate teams toward resolution. • Lead relationship repair after the event and hand the account back to Customer Success. • Work within the global Incident & Escalation Management function in Support Engineering, which provides year-round, 24-hour follow-the-sun coverage. • Help shape the playbooks, templates and standards of a function that is scaling.

• Bring experience in enterprise technical support, customer success, or incident and escalation management at a B2B SaaS or enterprise software company. • Show a track record of owning complex, multi-stakeholder escalations end-to-end, including executive customer engagements and structured resolution or account plans. • Use executive-level written and verbal communication to turn technical detail into plain-language updates for customers and leadership. • Coordinate Engineering, Support, Product, Customer Success and Sales under pressure without formal authority over those teams. • Make calm, structured decisions with incomplete information and provide a steadying presence in high-stress situations. • Use support and coordination tools such as Zendesk, Salesforce, Slack and PagerDuty, or equivalents. • Provide on-call coverage for executive escalations as part of a globally distributed team.

• Hold an ITIL Foundation or equivalent certification. • Have customer-facing experience with GitLab, DevSecOps, CI/CD or cloud-native products. • Know formal escalation or incident command frameworks. • Use AI-assisted support tools for triage, sentiment analysis or resolution drafting.

• Own complex, executive and commercial escalations end-to-end, as defined in GitLab's IM/EM engagement model. • Coordinate Engineering, Support, Product, Customer Success and Sales toward resolution, tracking commitments and holding owning teams to agreed dates and deliverables. • Maintain a written, customer-facing resolution plan from engagement through confirmed resolution, updating it at each communication milestone. • Work with Incident Managers during concurrent technical incidents to keep 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. • Engage Sales, Customer Success and executive stakeholders, including executive-to-executive communication for Severity 1 and 2 events, and brief leadership with concise summaries. • Lead post-escalation reviews and relationship repair plans, and contribute corrective actions with named owners and due dates to postmortems. • Partner with the Head of IM/EM to develop playbooks, communication templates and process improvements based on escalation patterns.

• Work fully remotely from the UK as part of a globally distributed team. • Enjoy benefits that support your health, finances and well-being. • Take flexible paid time off. • Receive equity compensation and join the Employee Stock Purchase Plan. • Use the Growth and Development Fund to build your skills. • Take parental leave and join Team Member Resource Groups.

GitLab is the intelligent orchestration platform for DevSecOps, helping organisations increase developer productivity, 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.