- Company: GitLab
- Location: Bangalore, India
- Job type: Full-time
About the role
GitLab is seeking an Incident & Escalation Lead to join its Support Engineering team in Bangalore. This role focuses on managing complex, executive, and commercial escalations for enterprise customers. You will advocate for customers within GitLab, coordinate resolution efforts across multiple departments, and lead relationship repair after critical events. The position operates within a global, follow-the-sun model that provides 24-hour coverage for enterprise clients.
Responsibilities
- Own complex, executive, and commercial escalations end-to-end according to GitLab’s engagement model.
- Coordinate Engineering, Support, Product, Customer Success, and Sales teams to drive resolution and hold them accountable to agreed timelines.
- Maintain and update a written, customer-facing resolution plan throughout the engagement.
- Align with Incident Managers during technical incidents to ensure a consistent customer narrative.
- Manage external communications using approved templates and represent GitLab in high-stakes conversations.
- Engage executive stakeholders and brief GitLab leadership with clear summaries of knowns, unknowns, and next steps.
- Lead post-escalation reviews, contribute to postmortems with named owners, and hand off resolved relationships to Customer Success Managers.
- Partner with the Head of IM/EM to develop playbooks and process improvements.
Requirements
- Experience in enterprise technical support, customer success, or incident management at a B2B SaaS or enterprise software company.
- A track record of managing complex, multi-stakeholder escalations, including executive engagements.
- Strong executive-level written and verbal communication skills, with the ability to simplify technical details.
- Ability to coordinate cross-functional teams under pressure without formal authority.
- Calm, structured decision-making skills in high-stress situations with incomplete information.
- Proficiency with tools such as Zendesk, Salesforce, Slack, and PagerDuty.
- Availability for on-call coverage as part of a globally distributed team.
- Nice to have: ITIL Foundation certification, experience with DevSecOps or CI/CD, or familiarity with AI-assisted support tools.
Pay and benefits
- Flexible Paid Time Off.
- Equity Compensation and Employee Stock Purchase Plan.
- Growth and Development Fund.
- Parental Leave.
- Team Member Resource Groups.
How to apply
Apply directly on GitLab’s own careers website. Omadaily never charges job seekers.
