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Incident & Escalation Lead – Enterprise Customers
Customer successRemote — Bangalore, India
Published on 2026-10-30
These details were extracted automatically from the original listing. They may not be complete or fully up to date — it's worth checking the original job post.
About this role
Lead complex, executive, and commercial customer escalations for GitLab’s enterprise customers. Coordinate teams across the company, provide clear customer communications and resolution plans, and help repair customer relationships after escalations.
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 function within Support Engineering, in the Enterprise Technology & AI division. The team operates globally with follow-the-sun coverage.
Stack
ZendeskSalesforceSlackPagerDuty
What you'll do
- Own complex escalations from engagement through confirmed resolution.
- Coordinate Engineering, Support, Product, Customer Success, and Sales; track commitments and hold teams accountable.
- Maintain customer-facing resolution plans and provide clear, timely escalation communications.
- Coordinate with Incident Managers to keep customer updates consistent during technical incidents.
- Brief leadership and support executive-to-executive communications for severe events.
- Lead post-escalation reviews and relationship repair plans; contribute corrective actions to postmortems.
- 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 at a B2B SaaS or enterprise software company.
- Track record managing complex, multi-stakeholder escalations, including executive customer engagements.
- Excellent written and verbal communication skills, translating technical details into plain language.
- Ability to coordinate teams without formal authority and make structured decisions under pressure.
- Proficiency with support and coordination tools such as Zendesk, Salesforce, Slack, and PagerDuty, or equivalents.
- Availability for on-call executive escalation coverage in 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
- Flexible paid time off
- Equity compensation and employee stock purchase plan
- Growth and development fund
- Parental leave
- Team member resource groups