Source Job

• Collaborate with U.S. government agencies and public sector customers to resolve complex GitLab issues in secure, air-gapped environments.
• Perform deep technical investigations using Linux tooling and GitLab internals, tracing issues across infrastructure, application, and code paths.
• Create clear documentation, build internal support tools, and participate in on-call rotations for compliance-focused deployments.

GitLab is the intelligent orchestration platform for DevSecOps, helping organizations increase developer productivity and accelerate digital transformation. Trusted by more than 50 million users and over 50% of the Fortune 100, GitLab fosters a high-performance, inclusive culture driven by values and continuous knowledge exchange.

• Lead the Dedicated Infrastructure team, partnering with product management to balance delivery speed and quality, guide architecture decisions, and manage incidents.
• Maintain at least 99.9% availability for Dedicated infrastructure, strengthen security, and automate operations to support more tenants at scale.
• Recruit, onboard, and develop team members, providing clear direction and meaningful feedback while building shared ownership of development and operations.

GitLab is an intelligent orchestration platform for DevSecOps, enabling organizations to increase developer productivity and accelerate digital transformation. With over 50 million registered users and trust from more than 50% of the Fortune 100, GitLab fosters a high-performance culture driven by its values and continuous knowledge exchange.

• Manage and resolve customer support cases for Entrust software products with professionalism and timely communication.
• Troubleshoot technical issues on Linux appliances running on VMware and other hypervisors via screen shares and knowledge bases.
• Collaborate with Engineering, Sales, and Product teams to advocate for customers and drive continuous improvement.

Entrust is an innovative leader in identity-centric security solutions, providing an integrated platform of scalable, AI-enabled security offerings. They serve customers in over 150 countries and employ a diverse global workforce focused on collaboration and innovation.

• Support and expand GitLab and other engineering applications like Confluence and CodeCollaborator.
• Work with internal customers on application issues and provide technical guidance to junior team members.
• Participate in global infrastructure and development projects, performing code and design reviews.

Wind River is a global leader in software for mission-critical intelligent systems, powering billions of secure and reliable devices. The company has a strong workplace culture, earning Great Place to Work certification and 'Top Workplace' recognition for ten years.

• Provides technical support to partners via email, phone, chat, and remote sessions to diagnose and resolve product issues.
• Monitors backup, off-site, and critical service failure events, investigating and escalating incidents as needed.
• Maintains a knowledge base of products and services, documents interactions, and identifies trending issues for leadership and development.

ConnectWise is a global software company that helps over 45,000 technology solution providers manage their businesses, sell efficiently, automate service delivery, and remotely control technology. With over 3,000 colleagues across North America, EMEA, and APAC, the company fosters an inclusive, positive culture that values diverse perspectives and skills.

• Lead a team of six technical support specialists for a 24/7 SaaS platform.
• Act as the primary technical escalation point, managing incidents and resolving issues with SQL, C#, and Azure.
• Drive support KPIs, coach team members, and champion AI-assisted support tools.

They provide a business-critical SaaS platform that operates around the clock and serves a global customer base. The company values technical excellence, cross-functional collaboration, and a remote-first, AI-enabled support culture.

• Manage the escalation lifecycle from intake to closure as the single point of contact.
• Collaborate with Sales, Customer Success, Product, and Engineering to drive resolution excellence.
• Lead post-escalation reviews and trend analyses to improve future outcomes.

Motive empowers physical operations with tools to make work safer, more productive, and profitable through an AI-driven platform. Serving nearly 100,000 customers, the company values creating a diverse and inclusive workplace.

• Lead multiple high-impact initiatives supporting strategic public sector sales opportunities.
• Manage a team of Solutions Architects through hiring, coaching, and performance feedback.
• Guide technical evaluations and collaborate with sales and cross-functional leaders to connect GitLab's platform to customer mission needs.

GitLab is the intelligent orchestration platform for DevSecOps, enabling organizations to increase developer productivity, improve operational efficiency, and accelerate digital transformation. With over 50 million registered users and more than 50% of the Fortune 100 as customers, GitLab fosters a high-performance, values-driven culture with continuous knowledge exchange and AI integration.

• Lead and develop a team of Personalized Support Engineers, focusing on professional growth, technical enablement, and well-being.
• Drive customer value by overseeing resolution of complex technical issues and delivering proactive guidance to strategic customers.
• Optimize support operations, drive procedural improvements, and collaborate cross-functionally to ensure seamless customer alignment.

Twilio is shaping the future of communications, delivering innovative solutions to hundreds of thousands of businesses and empowering millions of developers worldwide. As a remote-first company, Twilio fosters a strong culture of connection and global inclusion, with diverse teams making a global impact each day.

• Own the internal infrastructure and support queue, from Google Workspace administration to cloud provisioning and Kubernetes deployments.
• Support customer project deployments by executing runbooks, troubleshooting issues, and contributing to hardening and compliance work.
• Collaborate with a fully remote, distributed team using asynchronous communication, with opportunities to grow into environment builds and platform ownership.

OpenTeams helps enterprises and governments build AI they control, govern, and evolve themselves. The company is built by people with deep roots in open-source, with a culture of ownership, remote collaboration, and diversity.

• Provide on-demand technical consultancy and solution guidance via Zoom and written channels to help customers implement GitLab solutions for DevSecOps workflows.
• Drive product adoption and measurable customer value across APJ accounts to support renewals and expansion, partnering with Account Executives and Renewals Managers.
• Plan and lead customer workshops, demos, and enablement sessions, while mentoring team members and contributing to scalable enablement through documentation and technical content.

GitLab is an intelligent orchestration platform for DevSecOps, helping organizations increase developer productivity and improve operational efficiency. With more than 50 million registered users and trust from over 50% of the Fortune 100, GitLab fosters a high-performance, remote culture that embraces AI and continuous knowledge exchange.

• Lead, mentor, and train Partner Support associates, fostering collaboration and ensuring SLA adherence.
• Prioritize and resolve escalated cases, ensuring adherence to SLA guidelines and maintaining client satisfaction.
• Diagnose and resolve complex technical issues, including configuration errors and platform discrepancies.

FEVO is dedicated to enhancing client success through comprehensive support and continuous improvement. You'll collaborate with a community of innovative, high-performing individuals excelling at building deep, mutually beneficial relationships and creating innovative products.

• Act as senior technical resource and final escalation point for strategic and VIP customers, owning complex issues across Kubernetes, GPU, and enterprise stack.
• Train and mentor Technical Support Engineers in advanced Linux troubleshooting and customer architectures.
• Author advanced troubleshooting documentation and drive incident resolution through root cause analysis.

Vultr makes high-performance cloud infrastructure easy to use and affordable for enterprises and AI innovators worldwide. It is the world's largest privately-held cloud infrastructure company with 33 data centers and hundreds of thousands of active customers, committed to growth and employee investment.

• Lead the EMEA Customer Success Management and Architecture and Customer Success Engineering organizations to drive customer adoption, outcomes, and platform value.
• Set the regional customer-success strategy, define engagement models, and ensure operational excellence across forecasting, customer health, and performance reviews.
• Build and develop an exceptional team, partner with Sales, Product, and other functions to deliver consistent customer experiences and measurable business outcomes.

GitLab is an intelligent orchestration platform for DevSecOps that enables organizations to increase developer productivity, improve operational efficiency, and accelerate digital transformation. With over 50 million registered users and trust from more than 50% of the Fortune 100, GitLab fosters a high-performance, all-remote culture driven by values, continuous knowledge exchange, and AI integration.

• Build high-performing teams and provide leadership, skill development, and mentorship to technical staff.
• Act as an escalation point for critical situations and manage team performance metrics.
• Serve as a subject matter expert during pre-sales activities and manage P&L for the practice area.

Trace3 is a leading Transformative IT Authority providing unique technology solutions and consulting services to clients. With over 1,200 employees across the United States, the company embodies the spirit of a startup with the advantage of a scalable business.

• Lead, coach, and develop the Remote Support team to ensure consistent, high-quality technical support across client environments.
• Oversee daily operations, ticket queues, and incident response to drive accountability to SLAs and KPIs.
• Partner with Systems, Projects, Security, and leadership teams to ensure seamless service delivery and alignment.

Coretelligent partners with growing, highly regulated organizations to provide secure, dependable IT environments. The company has strengthened its leadership team and modernized service delivery, focusing on long-term client outcomes.

• Investigate and resolve technical issues reported by enterprise customers, owning the issue from triage to resolution.
• Analyze logs, reproduce issues, and dig into system behavior to identify root causes before escalating to Engineering.
• Communicate clearly with customers and internal teams throughout the support process.

Unframe is an AI-first startup helping the world’s largest enterprises bring LLM-powered applications to life in days. We are backed by Bessemer, Craft, and TLV Partners with $100M in funding, a fast-growing company working with Fortune 500 customers globally.

• Lead and mentor a large technical support team, fostering a collegial and results-driven environment.
• Monitor and manage queues (calls, emails, cases, chats) to meet KPIs, and assist with reporting on service metrics.
• Provide technical troubleshooting across phone, email, chat, and remote sessions, and manage support tickets in Salesforce.

ESO is a fast-paced, growing data, technology, and research company passionate about improving community health and safety through the power of data. We pioneer innovative, user-friendly software for EMS agencies, fire departments, and hospitals, and serve thousands of customers across the US, Canada, and Northern Ireland.

• Own a portfolio of products end-to-end — the Guardener, hardened GitHub Actions, Chainguard Agent Skills, and emerging microVM-based products — from roadmap through implementation, rollout, and iteration.
• Hire, lead, and grow a small team of strong engineers, remove blockers and create the conditions for them to do their best work.
• Partner closely with Product on a roadmap with real deadlines, navigate ambiguous problems, and own quality and reliability.

Chainguard is the trusted source for open source, delivering hardened, secure, and production-ready builds of open source software to help organizations build faster, stay compliant, and eliminate risk. It is a venture-backed company with a remote-first culture and values of customer obsession, intentional action, and trust.

• Deliver GitLab-scoped engagements for enterprise and public sector customers as a subcontracting partner to GitLab.
• Administer GitLab Self-Managed and Dedicated environments and lead migrations from legacy platforms.
• Design CI/CD and DevSecOps pipelines and roll out GitLab Duo and Duo Agent Platform in cleared environments.

INflow Federal is a defense integrator engineering decision superiority for the Department of War and Intelligence Community. We deliver mission-critical AI/ML, software engineering, digital infrastructure, and cybersecurity capabilities on active DoW and IC programs, with cleared engineers across more than 20 states.