Jobs in the United States

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Added 1 min ago
PB
Senior Product Manager
Pitney Bowes Inc
Remote, United States
- $150,000 to $180,000 USD / year
Work closely with engineering to bring new, cloud-enabled, IoT hardware and software products to market.
Added 1 min ago
HM
Production Manager - Work Center Lead
Home Market Foods
Norwood, MA
- $103,000 USD / year
The Production Manager will ensure the production of high-quality products at a production rate that meets or exceeds current levels by maintaining high quality standards, low reject rate…
Added 2 mins ago
APS-3: Maintenance Shop Supervisor
KBR Services, LLC
Charleston, SC · Goose Creek, SC
Talent Development & Training: Identify skills gaps within the technical workforce and coordinate targeted training programs to ensure technicians remain proficient with evolving equipment…
Added 3 mins ago
Sr. Project Manager- Power & Energy
WSP
Denver, CO · New Orleans, LA
WSP is currently initiating a search for a part-time Sr. Project Manager- Power & Energy for our Denver, CO office. The following location will also be considered: New Orleans, LA. We can…
Added 3 mins ago
AM
Director, Legal (Capital Markets)
Augment Markets
Remote, United States
- $185,000 to $245,000 USD / year
Partner with product, engineering, business development and operations to launch new investment features and structures
Added 3 mins ago
Program Analyst (Secret clearance required)
General Dynamics Information Technology
Springfield, VA
Support the Program Manager in the day-to-day execution of program operations and contract deliverables.
Added 3 mins ago
PRODUCT OWNER - DIGITAL PLANT
Huntington Ingalls Industries
Newport News, VA
Bachelor’s degree in Business, Computer Science, Engineering, or related field with minimum 0 years of professional experience. • Strong understanding of Agile methodologies.• Excellent…
Added 4 mins ago
Contracts Manager (Mgr Contracts 3) 30748
Huntington Ingalls Industries
Virginia Beach, VA
HII Mission Technologies is seeking an experienced and solutions‑oriented Contracts Manager to join our team in Virginia Beach, VA! This is an exciting opportunity to support the Global…
Added 4 mins ago
Senior Mechanical Engineer, Kiewit Infrastructure Engineers
Kiewit
McLean, VA
In this role, you’ll work under the guidance of an Engineering Manager to lead the design and development of HVAC, ventilation, pumping systems , and other critical mechanical components.…
Added 4 mins ago
Software Development Manager, Leo Security
Amazon
Herndon, VA · Arlington, VA
We are looking for an experienced software development manager to lead the Engineering and R&D team within Leo Infrastructure and IP Security. The team defends the manufacturing lines,…
Added 4 mins ago
Project Manager-Retail Bank Construction (Ground-Up/Fit-Outs)
Turner & Townsend
Richmond, VA
Turner & Townsend is seeking an experienced Project Manager to lead the planning, execution, and delivery of retail banking branch ground-up and fit-out construction projects. The ideal…
Added 4 mins ago
Director, Project Management - Domain Delivery Lead
Capital One
Richmond, VA · McLean, VA
…Organization. Operating in a federated model, DDLs advance the development, maintenance, and overall health of our reusable technology solutions (platforms and services). In this role, you…
Added 4 mins ago
Lead Product Owner - Edge
Lumen
Richmond, VA
7+ years in technical product ownership, product management, software engineering, platform engineering, cloud, or networking roles.
Added 4 mins ago
Chief Engineer
BOOZ, ALLEN & HAMILTON, INC.
Reston, VA
Delivery Execution & Contract Awareness: Partner with the Program Manager and delivery leads to align technical scope with contract structure - including T&M level-of-effort implications,…
Added 5 mins ago
CO
Finance Director
City of Newport
Newport, OR
- $9,834 to $11,955 USD / month
…community. City operations span police, fire, public works, engineering, community development, airport operations, parks and recreation, and library…
Added 6 mins ago
Network and Telecommunication Engineer
SpartanNash Associates, LLC
Byron Center, MI
…with technology teams, business stakeholders, vendors, and engineering partners to ensure services are secure, reliable, scalable, and highly available, while supporting architecture,…
Added 6 mins ago
Agentic Software Engineering Intern
Toshiba Global Commerce Solutions - External
Durham, NC
The Agentic Software Engineering Intern contributes within the software development team to learn and aid with development, test, and support of Toshiba’s Point of Sale (POS) solutions in…
Added 6 mins ago
A
Construction Project Manager
AECOM
New York, NY
- $130,000 to $170,000 USD / year
AECOM is currently seeking a Construction Senior Project Manager to work on K-12 and Higher Education Facilities. This role is not remote and requires on site presence. Within this role,…
Added 7 mins ago
Cost Control Manager
United States
As a Cost Control Manager, you will be responsible for building out a cost control function. This includes designing and implementing processes, deploying cost control software, integrating…
Added 7 mins ago
OCI Solutions Architect
Bright Vision Technologies
Remote, United States
Bright Vision Technologies is a forward-thinking software development company dedicated to building innovative solutions that help businesses automate and optimize their operations. We…
Added 8 mins ago
CO
Traffic Engineer
City of Dothan
Dothan, AL
- $75,670.4 to $121,076.8 USD / year
Directs the placement of vehicle counters to determine vehicle volume; uses computer software to retrieve and adjust data; uses engineering analysis to determine proper timing of traffic…
Added 8 mins ago
Sr. Software Engineer – AI and Automation (Team Breeze)
Travelers Indemnity Co
Hartford, CT · Atlanta, GA
Lead the design, configuration and development of complex, high-visibility AI applications on Team Breeze with a focus on LLM agents, retrieval pipelines and production reliability.
Added 9 mins ago
Lead Technical Implementation Manager
Plenful
New York City, NY · San Francisco, CA
- You’re comfortable reading and troubleshooting code, even if software development is not your primary background.
Added 9 mins ago
Systems Engineer
Bay Systems Consulting Inc.
Colorado Springs, CO
Interacting with government leads to provide engineering analysis support and requirements development for system modernization
Added 9 mins ago
Systems Engineer II
Bay Systems Consulting Inc.
Colorado Springs, CO
Interacting with government leads to provide engineering analysis support and requirements development for system modernization

GitLab

Incident & Escalation Lead- Enterprise Customers

Remote, United States

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Job details

Posting language: English
Posted: Nov 2, 2026

Original job description

GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100* trust GitLab to ship better, more secure software faster.

The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software.

*Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on GitLab data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab.

An overview of this role

Support Engineering at GitLab believes that healthy teams deliver a healthy customer experience, and that command during a crisis shouldn't fall to whoever happens to be senior and available. GitLab's global Incident & Escalation Management (IM/EM) function coordinates critical incidents, complex multi-team engagements, and executive-level escalations for enterprise customers. As Escalation Manager, you'll own complex, executive, and commercial escalations where customer trust and the relationship are at stake, alongside or independently of a technical issue.

In this functional role, you'll advocate for customers inside GitLab, coordinate teams toward resolution, and lead relationship repair after the event.

What you'll do

Own complex, executive, and commercial escalations end-to-end, as defined in GitLab's IM/EM engagement model.
Advocate for customers internally and coordinate Engineering, Support, Product, Customer Success, and Sales toward resolution, tracking commitments and holding owning teams accountable to agreed dates and deliverables.
Maintain a written, customer-facing resolution plan from engagement through confirmed resolution, updating it at each communication milestone.
Coordinate with Incident Managers during concurrent technical incidents to maintain a single, coherent narrative for the customer.
Own external escalation communications using GitLab's approved templates and cadence, and represent GitLab in high-stakes customer conversations where clarity and ownership influence retention.
Engage Sales, Customer Success, and executive stakeholders as needed, including executive-to-executive communication for Severity 1 and 2 events. Brief GitLab leadership with concise summaries that distinguish what's known, what's unknown, and next steps.
Lead post-escalation reviews and relationship repair plans, contribute corrective actions with named owners and due dates to postmortems, and hand the relationship back to the account's Customer Success Manager at resolution.
Partner with the Head of IM/EM to develop playbooks, communication templates, and process improvements based on patterns from escalations.

What you'll bring

Experience in enterprise technical support, customer success, or incident and escalation management at a business-to-business software-as-a-service or enterprise software company.
A track record of owning complex, multi-stakeholder escalations end-to-end, including executive customer engagements and structured resolution or account plans.
Executive-level written and verbal communication skills, with the ability to translate technical detail into plain-language updates for customers and GitLab leadership.
The ability to coordinate Engineering, Support, Product, Customer Success, and Sales under pressure without formal authority over those teams.
Calm, structured decision-making with incomplete information and the ability to provide a steadying presence in high-stress customer situations.
Proficiency with support and coordination tools such as Zendesk, Salesforce, Slack, and PagerDuty, or equivalent platforms.
Availability for on-call coverage supporting executive escalations as part of a globally distributed team.
Nice to have: Information Technology Infrastructure Library (ITIL) Foundation or equivalent certification; customer-facing experience with GitLab, development, security, and operations (DevSecOps), continuous integration and continuous delivery (CI/CD), or cloud-native products; experience with formal escalation or incident command frameworks; or AI-assisted support tools for triage, sentiment analysis, or resolution drafting.

About the team

The Incident & Escalation Management function sits within Support Engineering in GitLab's Enterprise Technology & AI (ETA) division. We operate a follow-the-sun model anchored in the Americas, Europe, the Middle East and Africa, and Asia-Pacific, providing year-round, 24-hour coverage for enterprise customers. Our Escalation Managers work globally rather than within a single region, partnering with Incident Managers, Communications Leads, and regional Support Engineering leadership. You'll help shape our playbooks, templates, and standards as we scale.

How GitLab Supports Full-Time Employees

Benefits to support your health, finances, and well-being
Flexible Paid Time Off
Team Member Resource Groups
Equity Compensation & Employee Stock Purchase Plan
Growth and Development Fund
Parental Leave

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.

Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.

GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.

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