Incident & Escalation Lead - Enterprise Customers
Remote regions
North AmericaBenefits
Unlimited PTO
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What you'll do:
- Own complex escalations end-to-end, advocating for customers and aligning internal teams.
- Lead executive communications and resolution plans for high-stakes incidents.
- Run post-escalation reviews and drive process improvements.
What you'll bring:
- Experience in enterprise support, customer success, or incident management.
- Executive-level communication and calm decision-making under pressure.
- Familiarity with Zendesk, Salesforce, Slack, and PagerDuty.
About the team:
- Part of Support Engineering in GitLab's ETA division.
- Follow-the-sun model with 24/7 enterprise coverage.
GitLab
GitLab is an intelligent orchestration platform for DevSecOps that helps organizations ship software faster and more securely. With over 50 million users and more than 50% of the Fortune 100 as customers, GitLab fosters a high-performance, AI-driven culture.