GitLab
Incident & Escalation Lead- Enterprise Customers
US, Canada
UTC-10 to UTC-3.5 Full time
Lead or Staff
- Where you can live
- Remote, Canada; Remote, United States
- Working hours
- Overlap with UTC-10 to UTC-3.5
- Salary
- Not published
- Posted
- November 2, 2026
Summary from the posting
- 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.
This is a short summary. The full description, requirements and the application form are on GitLab's own career page.