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Incident & Escalation Lead- Enterprise Customers

GitLab · Posted Oct 30

DevSecOps platform, software version control, CI/CD pipeline, and AI-assisted development services

Bangalore, IndiaFull-timeRemote · India-wideLead/Staff5+ years₹30.0L–₹50.0L yearly<25 applicants
Software DevelopmentDevSecOpsInformation TechnologyCloud ComputingArtificial IntelligencePublic Company
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About the role

GitLab is the intelligent orchestration platform for DevSecOps, and this role sits within Support Engineering's Incident & Escalation Management (IM/EM) function in the Enterprise Technology & AI division, which runs a follow-the-sun model providing 24-hour coverage for enterprise customers. Escalation Managers work globally rather than within a single region, partnering with Incident Managers, Communications Leads, and regional Support Engineering leadership. As Escalation Manager, you will own complex, executive, and commercial escalations end-to-end, coordinate Engineering, Support, Product, Customer Success, and Sales toward resolution, and lead relationship repair after the event.

What you will 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.

Skills used in this role

What the employer is looking for

  • 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.

Preferred qualifications

  • 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.

Benefits and support

  • 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

About GitLab

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GitLab

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GitLab is an intelligent orchestration platform for DevSecOps, delivered as a single application that empowers development, security, and operations teams to ship software faster and more securely. Operating as one of the world's largest all-remote companies, GitLab integrates the entire software lifecycle from planning and source code management to CI/CD and automated security testing. Millions of users and thousands of organizations globally rely on GitLab to scale their development workflows and adopt agentic AI engineering.

Industry
Software Development
Company size
2375 employees
Founded
2011
Location
San Francisco, California, USA
Funding stage
Public Company

Funding

Public Company · $435M raised

Khosla VenturesGVIconiq CapitalGoldman SachsRedpoint Ventures
  • 2022-09-16Post IPOUndisclosed
  • 2019-09-17Series E$268M
  • 2018-09-19Series D$100M
  • 2017-10-10Series C$20M
  • 2016-03-15Series B$4M

Leadership

BS
Bill Staples

Chief Executive Officer

JR
Jessica Ross

Chief Financial Officer

SP
Siva Padisetty

Chief Technology Officer

MK
Manav Khurana

Chief Product and Marketing Officer

TL
Thomas Lloyd

Chief Business and Legal Officer

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