# Incident & Escalation Lead- Enterprise Customers at GitLab

- Company: GitLab
- What the company does: The intelligent orchestration platform for DevSecOps, enabling teams and agents to ship trusted software at enterprise scale. Backed by General Catalyst and Khosla.
- Company website: https://about.gitlab.com/
- Type: Startups
- Level: Senior
- Location: Remote, Canada; Remote, United States
- Work setup: Remote
- Posted: 2026-11-02
- Apply by: 2026-12-17
- Apply: https://job-boards.greenhouse.io/gitlab/jobs/8923121002?utm_source=1752vc&utm_medium=careers
- Page: https://www.1752.vc/careers/jobs/gitlab-incident-and-escalation-lead-enterprise-customers/

## About the 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. Found on 1752vc Careers, the job board for startup and VC roles.

## What they're looking for

- 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
- Partner with the Head of IM/EM to develop playbooks, communication templates, and process improvements based on patterns from escalations

Tags: ASE

Source: 1752vc Careers, https://www.1752.vc/careers/jobs/gitlab-incident-and-escalation-lead-enterprise-customers/