GitLab19 дней назад

Руководитель отдела технической поддержки, US Government

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РЫНОК

12 592 ₽медиана по профессии

IT Support / Helpdesk · 115 вакансий с указанной зарплатой

5 250половина предложений: 9 375–16 667132 617

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Remote

Обязанности

01Lead a team of Support Engineers focused on troubleshooting complex environments for US Government customers and ensuring high-quality case resolution
02Collaborate with other Support Engineering Managers to design, refine, and evolve our support model, processes, and tooling
03Drive hiring efforts to build and grow a strong team, from sourcing and interviewing to onboarding and developing Support Engineers
04Partner with product and engineering teams to share customer insights and influence how GitLab’s products and services evolve for government use cases
05Participate in the manager on-call rotation during working hours to coordinate responses to escalated and critical customer situations
06Support your team by joining customer calls, reviewing tickets, and providing hands-on guidance for complex or sensitive issues
07Coach and mentor Support Engineers on technical troubleshooting, communication, and professional development, with a focus on customer-centered outcomes
08Champion continuous improvement by identifying patterns in government customer needs and implementing changes that enhance our overall support experience

01Experience leading and developing support engineering teams, including during periods of growth and change
02Background managing technical support for complex enterprise products, ideally in environments with sensitive or regulated data
03Familiarity with US Government customers and how their needs, processes, and constraints differ from private sector organizations
04Ability to hire, onboard, and grow support engineers, with a focus on building balanced teams that can meet evolving customer needs
05Skill in coaching and mentoring engineers through challenging customer issues, escalations, and professional development conversations
06Experience handling crisis or high-severity incidents in production environments, including clear communication with internal teams and customers
07Comfortable collaborating with cross-functional partners in engineering and product to advocate for customer needs and influence product direction
08Openness to candidates with transferable leadership and support experience, even if their background is not exclusively in government-focused roles