Jobs in the United States

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AI/ML Computer Science Research and Development Engineer
The Pennsylvania State University
United States
…student), please login to Workday to complete the internal application process. Please do not apply here, apply internally through…
Added 2 mins ago
Manager, Care Coordination, 40 Hour Days
UMass Memorial Medical Center, Inc.
Worcester, MA
The Nurse Manager is responsible and accountable for organizing, directing, and coordination of clinical and administrative performance of the Care Coordination Department. Facilitates…
Added 2 mins ago
Project Manager
Bosch Building Technologies
West Allis, WI
Job Summary: As a Project Manager, you will work closely with multiple teams within Bosch Building Technologies as well as clients and subcontractors to, scope, plan and build highly…
Added 2 mins ago
Procurement Manager
PagerDuty
Atlanta, GA
PagerDuty is seeking an exceptional, forward-thinking Procurement Manager to join our team! In this role, you will act as a core strategic business partner to our Product Management…
Added 2 mins ago
Procurement Manager
PagerDuty
Atlanta, GA
PagerDuty is seeking an exceptional, forward-thinking Procurement Manager to join our team! In this role, you will act as a core strategic business partner to our Product Management…
Added 3 mins ago
Program Finance Manager
The Aerospace Corporation
Chantilly, VA
…Civil Systems Group (CSG) CFO and support the NNSA General Manager as your primary customer. Specific responsibilities include baseline management, direct delivery analysis, tracking of…
Added 5 mins ago
IT Retail Support Tech
Savers / Value Village
Meridian, ID
…maintenance of the POS (Point of Sale) multi-tiered, multi-platform application and integration architecture. This position reports to the Manager, Software Applications…
Added 5 mins ago
Project Manager 2 - CC
Mansfield, MA
Working knowledge of personal computers and software applications with MS office application proficiency including MS Project and/or Primavera scheduling software
Added 6 mins ago
Field Operations Manager
Walker-Miller Energy
Atlantic City, NJ
Our experience driven philosophy of energy efficiency as economic development helps families and businesses save energy and save money. Through innovative, inclusive initiatives, we help…
Added 7 mins ago
Procurement Specialist II
UWSTO University of Wisconsin Stout Polytechnic
Menomonie, WI
Current Employees: If you are currently employed at any of the Universities of Wisconsin, log in to Workday to apply through the internal application process.
Added 8 mins ago
DB
GIS Technician
Default Brand
Bismarck, ND · Fargo, ND · Greenwood Village, CO
- $28 to $37.75 USD / hour
…technology. The GIS Technician is fully competent and knows the application of all conventional aspects and principles of GIS. The Technician will perform GIS tasks which include creating…
Added 9 mins ago
North America Payroll and Accounting Manager
Halliburton
TX
Halliburton is seeking a Payroll Accountant Manager to support its payroll accounting operations in a large enterprise environment. This role is responsible for planning, organizing, and…
Added 10 mins ago
Police Assistant Administrative Director
City of Charlotte
United States
Valuing teamwork, openness, accountability, productivity, and employee development
Added 15 mins ago
GD
Senior Backend Engineer - (Java/Spring Boot)
Gen Digital Inc.
New York, NY
- $135,000 to $178,000 USD / year
- Lead AI-assisted development: Use AI tools for prototyping, scaffolding, refactoring, and exploratory development, then validate the output with strong engineering judgment.
Added 20 mins ago
CO
Assistant Property Manager, Austin Facilities Management
City of Austin
United States
- $60,630 to $74,270 USD / year
The Assistant Property Manager will lead and support a diverse team responsible for building maintenance, minor construction, and custodial operations. This role oversees skilled trades…
Added 20 mins ago
N
Manager - Corporate Accounting - Internally Developed Software
NielsenIQ
Remote, United States
- $140,000 to $165,000 USD / year
NIQ is seeking a highly motivated and detail-oriented Senior Manager of Corporate Accounting to join our growing finance team. This individual will serve as the subject-matter expert along…
Added 22 mins ago
T
Project Manager/Owner Rep
TEKsystems
Tulare, CA
- $72 to $81 USD / hour
Our U.S. team is growing. The Owner's Representative (OR)/Project Manager (PM) maintains a primary focus on practice-related services through the management and delivery of project…
Added 22 mins ago
Assistant Hospital Manager
Ethos Veterinary Health
Campbell, CA
SAGE Campbell is seeking an Assistant Hospital Manager to support operations within our busy specialty and emergency veterinary hospital. This leadership role is responsible for overseeing…
Added 23 mins ago
TD
Manager, Delivery
TELUS Digital
Columbus, OH · Boston, MA · Charlottesville, VA · Durham, NC
- $100,000 to $160,000 USD / year
- 7+ years of experience in the software development industry as a Project Manager, Product Manager, Product Owner, Team Lead, or Scrum Master in a client services business
Added 23 mins ago
Business Systems Analyst IV
General Atomics
Poway, CA
General Atomics (GA), and its affiliated companies, is one of the world’s leading resources for high-technology systems development ranging from the nuclear fuel cycle to remotely piloted…
Added 24 mins ago
Principal Solutions Architect, Streaming & AdTech-Xumo
Comcast
Irvine, CA
10+ years of experience as a software engineer with a strong focus on Java backend development
Added 26 mins ago
Sr Business Integration Analyst EDI
Connection
Merrimack, NH
…documents• Knowledgeable of requirement hierarchy in the Agile Development Methodology and skilled in writing user stories• Understanding of business processes in a distribution business…
Added 26 mins ago
Senior Manager, Product Operations
Anduril Industries
Costa Mesa, CA · Irvine, CA
Frontier Systems (AFS) is focused on positioning Anduril as a lead provider of specialized hardware and software products for defense, law enforcement, and intelligence customers. We work…
Added 27 mins ago
Optical Systems Production Systems Manager
Optimax Systems Inc.
Ontario, NY
The Optical Systems Production Systems Manager (PSM) is responsible for leading the development, implementation, and continuous improvement of manufacturing processes and production systems…
Added 27 mins ago
Industrial Engineer
Actalent
Omaha, NE
…problem-solver, change agent, resource, designer, and project manager within a large manufacturing environment. This role drives key manufacturing initiatives, including process flow…

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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