Incident & Escalation Lead - Enterprise Customers

About this role

Lead complex, executive, and commercial escalations for GitLab’s enterprise customers, coordinating teams toward resolution and protecting customer trust. Own customer communications, resolution planning, and relationship repair, while helping improve escalation playbooks and processes.

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

Global Incident & Escalation Management function within Support Engineering, in GitLab’s Enterprise Technology & AI division.

What you'll do

• Own complex, executive, and commercial escalations from engagement through resolution.
• Coordinate Engineering, Support, Product, Customer Success, and Sales, tracking commitments and deliverables.
• Maintain customer-facing resolution plans and provide clear, timely escalation communications.
• Coordinate with Incident Managers to maintain a consistent customer narrative during technical incidents.
• Brief GitLab leadership and support executive-to-executive communications for Severity 1 and 2 events.
• Lead post-escalation reviews, relationship repair plans, and corrective-action follow-up.
• Develop escalation playbooks, communication templates, and process improvements.

What we're looking for

• Experience in enterprise technical support, customer success, or incident and escalation management in B2B SaaS or enterprise software.
• Track record owning complex, multi-stakeholder escalations, including executive customer engagements and structured resolution or account plans.
• Strong executive-level written and verbal communication, including translating technical details into plain language.
• Ability to coordinate cross-functional teams under pressure without formal authority.
• Calm, structured decision-making with incomplete information.
• Proficiency with tools such as Zendesk, Salesforce, Slack, and PagerDuty, or equivalent.
• Availability for on-call coverage as part of a globally distributed team.

Nice to have

• ITIL Foundation certification or equivalent.
• Customer-facing experience with GitLab, DevSecOps, CI/CD, or cloud-native products.
• Experience with formal escalation or incident command frameworks.
• Experience with AI-assisted support tools for triage, sentiment analysis, or resolution drafting.

Benefits

• Health, financial, and well-being benefits.
• Flexible paid time off.
• Equity compensation and employee stock purchase plan.
• Growth and development fund.
• Parental leave.
• Team Member Resource Groups.