Jobs in the United States

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Added 1 min ago
Field Engineer
Terracon
North Charleston, SC
Provide engineering and consulting services for a broad array of projects and clients. This may include performing and/or leading field investigations, engineering analysis, calculations,…
Added 1 min ago
Project Manager (Wetlands & Natural Resources)
Terracon
Savannah, GA
…involve freshwater and coastal tidal wetlands, mitigation bank development and management, protected species assessments, gopher tortoise conservation, ecological restoration planning, and…
Added 1 min ago
Business Analyst (Technical & AI)
Assurety Consulting Inc
Washington, DC
Use AI tools and modeling techniques to enhance requirements development, automate repetitive tasks, and perform data-driven analysis to improve accuracy and efficiency.
Added 1 min ago
Torque Management Controls Specialist
Stellantis
Auburn Hills, MI
8 years of experience in controls/software engineering
Added 2 mins ago
23902 - Engineer Project Management
VDOT
Bristol, VA
Engineering Process Management: Use established VDOT policies and procedures in the development and delivery of engineering projects. Engineering projects are completed in compliance with…
Added 3 mins ago
Deployment Manager
Phenom People Pvt Ltd
Horsham, PA
…reaching their potential. Deployment Managers don’t just configure software - they drive the organizational change required to make AI adoption…
Added 4 mins ago
Senior TSIGS Subject Matter Expert (SME) & Support Liaison
MAG Aerospace
Aberdeen Proving Ground, MD
Bachelor’s degree in Computer Science, Software Engineering, or related technical field.– Four (4) additional years of direct relevant technical experience may be substituted for education.
Added 6 mins ago
Digital Design Engineer
Pole/Zero LLC
West Chester, OH
Experience with Agile software development and Git is desirable.
Added 6 mins ago
Superintendent
Clark Construction Group, LLC
Reno, NV
Participate in the development and maintenance of staff charts, general conditions, project costs, and demonstrate an understanding of key performance indicators (KPI) for the project
Added 6 mins ago
Sales Finance Operations Analyst
Palantir Technologies
Palo Alto, CA
Drive automation and tool development - lead initiatives to automate manual workflows, build dashboards and reporting tools, and reduce ad hoc analysis burden. Leverage AI and automation…
Added 6 mins ago
Technical Staff, Network Architect
Santa Clara, CA
…customers need most. Our teams design and develop the hardware and software that connect infrastructure, accelerate computational workloads, integrate across the stack, protect data…
Added 7 mins ago
VP Telco Network Architecture & Cyber Security
AST SpaceMobile
Dallas, TX
…cyber security leadership, risk management, and organizational development, with a proven track record leading large-scale engineering and security organizations in highly complex…
Added 8 mins ago
Advanced Software Engineer - AI Reliability Engineering
General Dynamics Mission Systems, Inc
Remote, United States
Imagine a world-class engineering environment. Now add a team of exceptional talent along with technologies that are so advanced they’re often classified. That’s what you’ll find at General…
Added 8 mins ago
Estimator - Data Center
Black Box
PLANO, TX
The Estimator – Data Center Operations supports the preparation, analysis, and development of project cost estimates for data center infrastructure projects. This role is ideal for…
Added 9 mins ago
Structural Engineer - Help Shape Communities While Growing Your Career with KPFF
KPFF Consulting Engineers
Nashville, TN
At KPFF, we believe great engineering starts with great people. As a nationally recognized, employee-owned engineering firm, we deliver impactful projects across the country while staying…
Added 9 mins ago
Head of Forward Deployed Engineering
Newcode.ai
Chicago, IL
We are hiring a Head of Forward Deployed Engineering to build and lead the software engineers who bring those workflows into production. You will combine engineering leadership, practical…
Added 10 mins ago
Senior Accountant – Operations & Job Costing
US Water Services Corporation
New Port Richey, FL
…organization specializing in utility maintenance, operations, engineering and construction services. U.S. Water is a fast paced and rapidly expanding company headquartered in New Port…
Added 10 mins ago
Senior Software Engineer
Radiance Technologies, Inc.
MS
The Software Engineer will advance the capabilities of the Naval Research Lab (NRL) by providing software design, development, and maintenance. The position includes full lifecycle software…
Added 10 mins ago
AI Engineer
Blue Cross and Blue Shield of Massachusetts, Inc.
United States
5+ years of experience in software engineering, with at least 2+ years focused on AI/ML or LLM-based agentic development.
Added 11 mins ago
Development Manager, Amazon Cloud Management Frameworks
Amazon.com Services LLC
Seattle, WA
- Knowledge of engineering practices and patterns for the full software/hardware/networks development life cycle, including coding standards, code reviews, source control management, build…
Added 12 mins ago
Fuels Engineer
Chevron U.S.A. Inc. - Chevron Global Downstream
Richmond, CA
Demonstrated experience using commercial engineering software to develop engineering-level models of the interactions between fuels and engine, vehicle, or transportation systems.
Added 12 mins ago
Data Center Facilities Technician, Electrical
Google
Monrovia, IN
We're the driving channel behind Google's groundbreaking innovations, empowering the development of our cutting-edge AI models, delivering unparalleled computing power to global services,…
Added 12 mins ago
Director, Technical Program Management, Manufacturing and Industrial Engineering
Google
Sunnyvale, CA · New York, NY
We're the driving force behind Google's groundbreaking innovations, empowering the development of our cutting-edge AI models, delivering unparalleled computing power to global services, and…
Added 14 mins ago
Senior Staff Civil Engineer
Langan Engineering & Environmental Services
Boston, MA · New Haven, CT · NY
Langan provides expert land development engineering and environmental consulting services for major developers, renewable energy producers, energy companies, corporations, healthcare…
Added 14 mins ago
Project Environmental Engineer, Scientist, Geologist / Project Manager
Langan Engineering & Environmental Services
Detroit, MI
Langan provides expert land development engineering and environmental consulting services for major developers, renewable energy producers, energy companies, corporations, healthcare…

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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