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Incident & Escalation Lead- Enterprise Customers
Customer successRemote — Canada, United States
Published on 2026-11-02
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About this role
Own complex, executive, and commercial escalations for GitLab enterprise customers, advocating internally and coordinating teams through resolution. Lead customer communications, relationship repair, and improvements to escalation practices.
About the company
GitLab is a DevSecOps platform that brings source control, CI/CD, security, and project management into a single application. It helps engineering teams plan, build, secure, and ship software faster.
The team
Incident & Escalation Management within Support Engineering, in GitLab’s Enterprise Technology & AI division. The global team works across the Americas, EMEA, and Asia-Pacific.
What you'll do
- Manage complex escalations end-to-end and coordinate relevant internal teams toward resolution.
- Maintain customer-facing resolution plans, communications, and delivery commitments.
- Coordinate customer messaging with Incident Managers during technical incidents.
- Engage customer and GitLab executives as needed, and brief GitLab leadership on status and next steps.
- Lead post-escalation reviews, relationship repair, and corrective actions.
- Develop escalation playbooks, templates, and process improvements.
What we're looking for
- Experience in enterprise technical support, customer success, or incident and escalation management at a B2B software company.
- Track record managing complex, multi-stakeholder escalations and executive customer engagements.
- Excellent written and verbal communication, including translating technical details for nontechnical audiences.
- Ability to coordinate cross-functional teams without formal authority.
- Calm, structured decision-making under pressure and with incomplete information.
- Proficiency with tools such as Zendesk, Salesforce, Slack, and PagerDuty, or equivalents.
- Availability for on-call executive escalation coverage.
Nice to have
- ITIL Foundation certification or equivalent.
- Customer-facing experience with GitLab, DevSecOps, CI/CD, or cloud-native products.
- Experience with formal incident command or escalation frameworks.
- Experience with AI-assisted support tools for triage, sentiment analysis, or drafting.
Benefits
- Flexible paid time off
- Equity compensation and employee stock purchase plan
- Growth and development fund
- Parental leave
- Health, financial, and well-being benefits
- Team member resource groups