Customer Success Manager - US [IC2]

<p>We are building AI to simulate the world through merging art and science.<br><br>We believe that world models are at the frontier of progress in artificial intelligence. Language models alone won’t solve the world’s hardest problems – robotics, disease, scientific discovery. Real progress requires models that experience the world and learn from their mistakes, the same way that humans do. And this kind of trial and error can be massively accelerated when done in simulation, rather than in the real world.<br><br>World models offer the most clear path to general-purpose simulation, changing how stories are told, how scientific progress is made and how the next frontiers of humanity are reached.</p><p>Our team consists of creative, open minded, caring and ambitious people who are determined to change the world. We aspire to continuously build impossible things and our ability to do so relies on building an incredible team. If you are driven to do the same, we'd love to hear from you.</p><h2>About the role</h2><p>*<em>Open to hiring remote across the US — we also have offices in NYC, San Francisco, and Seattle</em></p><p>Runway is growing fast, and so is the surface area of what users need to learn. We're looking for an Education Content Specialist to keep our Help Center accurate, our Academy content well-produced, and our users set up for success from day one.</p><p>You'll sit within the Experience & Enterprise Enablement team, working closely with the Education & Enablement lead to execute against a content roadmap that spans written documentation, video scripts, and self-service resources. Every feature launch will have your fingerprints on it. You're the person who makes sure users don't have to guess.</p><h2>What you’ll do</h2><ul><li><p>Write, update, and maintain Help Center articles across product features, billing, policies, and troubleshooting — keeping documentation accurate as the product moves fast</p></li><li><p>Coordinate with engineering and product at launch time to ensure articles are live before features ship</p></li><li><p>Audit existing Help Center content for accuracy and discoverability; surface recommendations based on support ticket trends and user feedback</p></li><li><p>Create and maintain self-service content — FAQs, quick-start guides, troubleshooting flows — that reduces ticket volume and helps users help themselves</p></li><li><p>Draft scripts for Runway Academy video tutorials, walkthroughs, and course modules</p></li><li><p>Support production of Academy content: create supporting assets, prepare materials for recording, and help get finished content published and organized</p></li><li><p>Build and maintain a library of templates, prompt guides, and project starters across Runway's tools</p></li><li><p>Support production and publishing of office hours, webinars, and live Q&A sessions</p></li><li><p>Keep Help Center documentation and Academy content consistent and cross-referenced</p></li><li><p>Track the performance of content you've produced — article engagement, search deflection, CSAT — and flag gaps to the Education & Enablement lead</p></li><li><p>Work with legal to ensure usage policies and terms are accurately reflected in customer-facing content</p></li></ul><h2>What you’ll need</h2><ul><li><p>2-3 years of experience in technical writing, documentation, education content, or a similar role at a software or SaaS company</p></li><li><p>Ability to translate complex product features into clear, user-friendly language — across articles, scripts, and guides</p></li><li><p>Experience shipping documentation on tight timelines with cross-functional dependencies</p></li><li><p>Comfort with help center platforms (Zendesk, Intercom, or similar) and content management systems</p></li><li><p>Familiarity with video content production and an instinct for how to structure and pace educational content</p></li><li><p>Strong editorial judgment — you catch inconsistencies before they go live</p></li><li><p>Organized and autonomous working style; you can manage a documentation backlog while staying responsive to urgent launch needs</p></li><li><p>A bias toward action and a belief that no task is too small</p></li><li><p>Familiarity building with LLMs to streamline and automate processes</p></li></ul><h2>Nice to have</h2><ul><li><p>Experience with AI or creative tools — with genuine curiosity about how they work</p></li><li><p>Background in or passion for the creative space — video, design, animation, or related fields</p></li><li><p>Experience using support data (ticket volume, search queries, CSAT, completion rates) to prioritize content work</p></li></ul><p>Runway strives to recruit and retain exceptional talent from diverse backgrounds while ensuring pay equity for our team. Our salary ranges are based on competitive market rates for our size, stage and industry, and salary is just one part of the overall compensation package we provide.</p><p>There are many factors that go into salary determinations, including relevant experience, skill level and qualifications assessed during the interview process, and maintaining internal equity with peers on the team. The range shared below is a general expectation for the function as posted, but we are also open to considering candidates who may be more or less experienced than outlined in the job description. In this case, we will communicate any updates in the expected salary range.</p><p>Lastly, the provided range is the expected salary for candidates in the U.S. Outside of those regions, there may be a change in the range, which again, will be communicated to candidates.</p><h3>Working at Runway</h3><p><a href='https://www.youtube.com/watch?v=kwmj4ato2kw&ab_channel=Runway'><strong>Great things come from great teams.</strong></a><strong> We’d love to hear from you.</strong></p><p>We’re committed to creating a space where our employees can bring their full selves to work and have equal opportunity to succeed. So regardless of race, gender identity or expression, sexual orientation, religion, origin, ability, age, veteran status, if joining this mission speaks to you, we encourage you to apply.</p><p><u>More about Runway</u></p><ul><li><p><a href='https://runwayml.com/world-simulator.html'>Universal World Simulator</a></p></li><li><p><a href='https://runwayml.com/research/introducing-runway-gwm-1'>Gwm-1</a></p></li><li><p><a href='https://runwayml.com/research/introducing-runway-gen-4.5'>Gen-4.5</a></p></li><li><p><a href='https://runwayml.com/research/introducing-general-world-models'>General World Models</a></p></li><li><p><a href='https://runwayml.com/research/introducing-runway-gwm-1#robotics-section'>Robotics SDK</a></p></li><li><p><a href='https://runwayml.com/research/introducing-runway-gwm-1#avatars-section'>Conversational Real-time Agents</a></p></li><li><p><a href='https://runwayml.com/studios'>Runway Studios</a></p></li></ul><p>We're excited to be recognized as a best place to work: </p><p><a href='https://www.crainsnewyork.com/awards/best-places-work-2023'>Crain's</a> | <a href='https://www.inhersight.com/companies/best/city/new-york-city-ny'>InHerSight</a> | <a href='https://builtin.com/awards/new-york-city/2024/best-places-to-work'>BuiltIn NYC</a> | <a href='https://www.inc.com/best-workplaces/2024'>INC</a></p>

AL, AK, AZ, AR, CA, CO, CT, DE, FL, GA, HI, ID, IL, IN, IA, KS, KY, LA, ME, MD, MA, MI, MN, MS, MO, MT, NE, NV, NH, NJ, NM, NY, NC, ND, OH, OK, OR, PA, RI, SC, SD, TN, TX, UT, VT, VA, WA, DC, WV, WI, WY

Support/Success

<p>We are building AI to simulate the world through merging art and science.<br><br>We believe that world models are at the frontier of progress in artificial intelligence. Language models alone won’t solve the world’s hardest problems – robotics, disease, scientific discovery. Real progress requires models that experience the world and learn from their mistakes, the same way that humans do. And this kind of trial and error can be massively accelerated when done in simulation, rather than in the real world.<br><br>World models offer the most clear path to general-purpose simulation, changing how stories are told, how scientific progress is made and how the next frontiers of humanity are reached.</p><p>Our team consists of creative, open minded, caring and ambitious people who are determined to change the world. We aspire to continuously build impossible things and our ability to do so relies on building an incredible team. If you are driven to do the same, we'd love to hear from you.</p><h3>About the role</h3><p><em>*Open to hiring remote across North America and London — we also have offices in NYC, San Francisco, Seattle, and London.</em></p><p>We’re building a tool that makes content creation easy and accessible for all types of creatives. Our users love it. Runway has an actively engaged and growing community of passionate artists and creators worldwide. And we’re growing our support team to ensure we can continue to provide delightful experiences for our users every day.</p><p>We're looking for creatives at heart that can pick up new tools fast, hold up under high ticket volume without losing quality and identify solutions vs. just clearing the queue. If that's you, read on!</p><h2>What you’ll do</h2><ul><li><p>Work through a high volume of inbound support tickets across Free, Standard, Pro and Unlimited plans with speed and accuracy </p></li><li><p>Handle escalations from our AI support layer with sharp judgement on what needs a human and what doesn't</p></li><li><p>Identify patterns across tickets and proactively surface them to the product team- not just reporting, but also offering thoughtful recommendations based on what you're seeing</p></li><li><p>Help identify opportunities to maintain or build self-service content: help docs, short-form videos, FAQs, etc.</p></li><li><p>Engage with the Runway community on Discord and other forums</p></li><li><p>Contribute directly to process improvements and automation, including building things yourself when the opportunity is there</p></li><li><p>Triage complex technical issues for escalation to Enterprise support</p></li><li><p>Live troubleshoot within the Runway platform as needed</p></li></ul><h2>What you’ll need</h2><ul><li><p>You're already comfortable in tools like Notion, Slack, Zendesk (or similar), Google Workspace and AI platforms</p></li><li><p>Strong written communication: clear, direct, and thoughtful at volume</p></li><li><p>A learn-by-failing mentality, when you hit something unfamiliar, you have an experimental mindset</p></li><li><p>Natural curiosity about how products work, why users get confused, and what could be done better</p></li><li><p>Comfort managing your own work in a fast-moving environment- high ownership and high autonomy </p></li><li><p>Data driven mindset: you notice patterns and know how to communicate them</p></li><li><p>1-3 years in customer support, operations, or technical role </p></li><li><p>Expertise and/or interest in the creative space, AI or both</p></li><li><p>Genuine interest in AI, creative tools or both</p></li></ul><h2>What sets you apart</h2><p>The most successful people in this role don't just keep up- they set the pace. They move through 60, 80, even 100+ tickets in a day without letting quality slip. They're reading the queue, not just clearing it. They notice what keeps surfacing and do something about it, a message to product, a doc, sometimes something they built themselves. They show up with ideas no one asked for yet.</p><p>Runway strives to recruit and retain exceptional talent from diverse backgrounds while ensuring pay equity for our team. Our salary ranges are based on competitive market rates for our size, stage and industry, and salary is just one part of the overall compensation package we provide.</p><p>There are many factors that go into salary determinations, including relevant experience, skill level and qualifications assessed during the interview process, and maintaining internal equity with peers on the team. The range shared below is a general expectation for the function as posted, but we are also open to considering candidates who may be more or less experienced than outlined in the job description. In this case, we will communicate any updates in the expected salary range.</p><p>Lastly, the provided range is the expected salary for candidates in the U.S. Outside of those regions, there may be a change in the range, which again, will be communicated to candidates.</p><h3>Working at Runway</h3><p><a href='https://www.youtube.com/watch?v=kwmj4ato2kw&ab_channel=Runway'><strong>Great things come from great teams.</strong></a><strong> We’d love to hear from you.</strong></p><p>We’re committed to creating a space where our employees can bring their full selves to work and have equal opportunity to succeed. So regardless of race, gender identity or expression, sexual orientation, religion, origin, ability, age, veteran status, if joining this mission speaks to you, we encourage you to apply.</p><p><u>More about Runway</u></p><ul><li><p><a href='https://runwayml.com/world-simulator.html'>Universal World Simulator</a></p></li><li><p><a href='https://runwayml.com/research/introducing-runway-gwm-1'>Gwm-1</a></p></li><li><p><a href='https://runwayml.com/research/introducing-runway-gen-4.5'>Gen-4.5</a></p></li><li><p><a href='https://runwayml.com/research/introducing-general-world-models'>General World Models</a></p></li><li><p><a href='https://runwayml.com/research/introducing-runway-gwm-1#robotics-section'>Robotics SDK</a></p></li><li><p><a href='https://runwayml.com/research/introducing-runway-gwm-1#avatars-section'>Conversational Real-time Agents</a></p></li><li><p><a href='https://runwayml.com/studios'>Runway Studios</a></p></li></ul><p>We're excited to be recognized as a best place to work: </p><p><a href='https://www.crainsnewyork.com/awards/best-places-work-2023'>Crain's</a> | <a href='https://www.inhersight.com/companies/best/city/new-york-city-ny'>InHerSight</a> | <a href='https://builtin.com/awards/new-york-city/2024/best-places-to-work'>BuiltIn NYC</a> | <a href='https://www.inc.com/best-workplaces/2024'>INC</a></p>

AL, AK, AZ, AR, CA, CO, CT, DE, FL, GA, HI, ID, IL, IN, IA, KS, KY, LA, ME, MD, MA, MI, MN, MS, MO, MT, NE, NV, NH, NJ, NM, NY, NC, ND, OH, OK, OR, PA, RI, SC, SD, TN, TX, UT, VT, VA, WA, DC, WV, WI, WY

Support/Success

<p>Synthesia is the world’s leading AI video platform for business, used by over 90% of the Fortune 100. Founded in 2017, the company is headquartered in London, with offices and teams across Europe and the US. </p><p>As AI continues to shape the way we live and work, Synthesia develops products to enhance visual communication and enterprise skill development, helping people work better and stay at the center of successful organizations.</p><p>Following our recent Series E funding round, where we raised $200 million, our valuation stands at $4 billion. Our total funding exceeds $530 million from premier investors including Accel, NVentures (Nvidia's VC arm), Kleiner Perkins, GV, and Evantic Capital, alongside the founders and operators of Stripe, Datadog, Miro, and Webflow.</p><p>As a <strong>Customer Support Representative</strong> (CSR) you will act as the frontline key person, responsible for providing support and assistance to customers who have inquiries or issues with our product or services.<br><br><strong>The role:</strong></p><ul><li><p>Respond to customer inquiries via email, chat, or social media in a timely and professional manner</p></li><li><p>Provide accurate information and support to customers to resolve their issues</p></li><li><p>Identify and escalate complex issues to Tier 2 support when necessary</p></li><li><p>Collaborate with other teams such as technical support specialists, support product specialists, and leadership to resolve customer issues</p></li><li><p>Record and maintain accurate customer information within our CRM systems (Intercom & Salesforce)</p></li><li><p>Meet individual and team performance metrics (KPI’s) such as first response times, first contact resolution rates, and customer satisfaction</p></li><li><p>Continuously improve your own product knowledge and remain up to date with our product, services and processes</p></li><li><p>Provide constructive feedback to the business and leadership team to improve customer support processes and procedures</p></li></ul><p><strong>About you</strong>:</p><ul><li><p>High school diploma or equivalent; college or a degree in a related field is desirable but not essential</p></li><li><p>At least 1 year experience within a technical support environment</p></li><li><p>Excellent verbal and written communication skills</p></li><li><p>Customer-oriented mindset with a strong desire to exceed customer expectations</p></li><li><p>Ability to multitask and manage time effectively</p></li><li><p>Good computer skills and experience with CRM systems and other customer support software (Zendesk, Freshdesk, Intercom, Hubspot, Salesforce)</p></li><li><p>Ability to work in a fast-paced and dynamic environment</p></li><li><p>Ability to work independently and as part of a team</p></li><li><p>Flexibility to work different shifts, bank holidays and weekends as and when required</p></li></ul><p><strong>Success will be measured on:</strong></p><ul><li><p>Key Performance Indicators (KPI’s) set within the support team which include but are not limited to, Customer Satisfaction (CSAT & NPS), First Response Time, Service Level Agreement, Productivity</p></li></ul><p>In addition to being a part of a great team, working in a fun and innovative environment, we offer:</p><ul><li><p>A competitive salary + stock options in our fast-growing Series D startup</p></li><li><p>Hybrid working environment for NY based employees</p></li><li><p>100% Medical, Dental & Vision</p></li><li><p>401k Plan</p></li><li><p>Paid parental leave</p></li><li><p>Fun culture with regular socials</p></li><li><p>A generous referral scheme</p></li><li><p>A brand new computer + monitor</p></li></ul><p>Compensation: $50,000. The final compensation package will be determined based on experience and qualifications.</p>

NY

Support/Success

<h2>Mission</h2><p>Neko is redefining what prevention means, from treating illness when it arrives, to sustaining health before it's ever at risk. Our mission: make data-driven, preventative care accessible to more people, before symptoms appear. <br><br>In a single, non-invasive visit under an hour, proprietary technology and direct clinical care combine to deliver personalised, actionable insights. It's a team that thinks in 10x, not 10%. Every role here plays a part in building a world where prevention is the norm, and where your work genuinely helps people live longer, healthier lives.</p><p><strong>Role Purpose</strong> <br><br>Be the first point of contact and a trusted partner to Neko Health's members in the US. As a Customer Support Specialist, you will own multi-channel member support across email, phone, text/SMS, and social — handling everything from booking management and product enquiries to complaint resolution and service recovery. This role is for someone who is empathetic, organised, and calm under pressure, and who takes pride in delivering support that feels genuinely human and member-first at every touchpoint.<br></p><p><strong>What You'll Deliver in the First 6–12 Months</strong></p><ul><li><p>Every member who contacts Neko feels genuinely looked after — responses are warm, clear, and arrive when they're expected. CSAT scores and SLA adherence reflect this consistently.</p></li><li><p>You own each case from first contact to resolution, anticipating what a member needs before they have to ask twice. Repeat contacts fall because members leave interactions feeling truly resolved.</p></li><li><p>Whether you're replying to a ticket, handling a complaint, or responding to a comment publicly on social, the Neko voice is unmistakable — human, considered, and on brand every time.</p></li><li><p>The patterns you notice — recurring frustrations, complaint themes, moments where members stumble — find their way to the right people internally, so the product and experience keep getting better.</p></li></ul><p><strong>Requirements</strong></p><ul><li><p>2+ years' experience in customer support, hospitality, or another high-touch, member-facing service role</p></li></ul><ul><li><p>Native or fully fluent in both English and Spanish, with excellent written and verbal communication skills in both languages</p></li></ul><ul><li><p>Based in or able to commute to New York City; familiarity with the NYC market and its member expectations is an advantage</p></li></ul><ul><li><p>Experience supporting customers across multiple channels including phone, email, and digital/social</p></li></ul><ul><li><p>Proven ability to manage bookings, troubleshoot issues, and handle complaints with professionalism and accountability</p></li></ul><ul><li><p>Familiarity with Zendesk or similar CRM and support platforms</p></li></ul><ul><li><p>Strong judgement around tone, timing, and privacy — especially on public-facing social channels</p></li></ul><ul><li><p>Highly organised with a clear sense of ownership, strong attention to detail, and ability to manage a personal ticket queue to defined SLAs</p></li></ul><ul><li><p>Calm and confident in escalated or high-visibility situations</p></li></ul><p><strong>Preferred </strong></p><p>• Experience in social or public-facing support is a strong advantage</p><p>• Experience with social moderation tools, telephony, and SMS platforms</p><p>• Interest in or experience within health, wellness, or technology-driven consumer products</p>

NY

Support/Success

<p>Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all. Figma’s platform helps teams bring ideas to life—whether you're brainstorming, creating a prototype, translating designs into code, or iterating with AI. From idea to product, Figma empowers teams to streamline workflows, move faster, and work together in real time from anywhere in the world. If you're excited to shape the future of design and collaboration, join us!</p><p>As a Technical Quality Specialist on the Product Support team, you will be responsible for troubleshooting complex bugs and working closely with internal teams to elevate the Figma experience for all customers. You will deliver the kind of experiences that build trust throughout the Figma community, from customers to key internal partners such as Product and Engineering.</p><p>We are looking for a Technical Quality Specialist who will advocate for quality improvements that enable great end-to-end experiences for the people and businesses using Figma. The ideal candidate will have a strong testing background, be comfortable collaborating in a dynamic, often ambiguous environment where priorities shift quickly, and demonstrate leadership, technical competence, and a passion for quality.</p><p>This is a full time role that can be held from one of our US hubs or remotely in the United States.</p><h2>What you'll do at Figma:</h2> <ul><li>Develop expertise in Figma's products and customer journeys, from Product Designers to Developers, to accurately diagnose sophisticated bugs</li><li>Interact with Figma customers daily via support channels such as chat, email, or video calls, taking ownership over complex problems</li><li>Contribute to social support efforts by engaging with customers and users on social media and community platforms</li><li>Own end-to-end troubleshooting of complex technical issues as the primary point of contact, partnering with Engineering and Product to report bugs, drive resolution, and maintain clear, proactive communication to improve customer satisfaction</li><li>Adapt to supporting customers across multiple products — including billing, account management, and occasional weekend or holiday coverage — to ensure global customer support</li><li>Recommend tooling and process improvements to enhance how the team manages and diagnoses bugs</li><li>Collaborate cross-functionally as a subject matter expert to help develop customer-facing and internal documentation, including training materials</li><li>Act as the voice of the customer by identifying trends and communicating insights to our Product and Engineering teams to advocate for bug fixes, tooling and process improvements, and feature enhancements</li></ul> <h2>We'd love to hear from you if you have:</h2> <ul><li>4+ years of experience working in a QA or Support environment for a technical SaaS product</li><li>Experience collaborating closely with Engineering and Product teams</li><li>Troubleshooting and debugging experience across multiple platforms (Mac, Windows, iOS, and Android)</li><li>Consultative communication skills with the ability to tailor messaging for technical and non-technical audiences, translating complex concepts into concise explanations</li><li>Demonstrated resilience and adaptability, with motivation to experiment, build, and collaborate across teams even amid change or ambiguity</li></ul> <h2>While not required, it's an added plus if you also have:</h2> <ul><li>Experience working with design tools like Figma, Adobe Suite, Sketch, Framer</li><li>Ability to read and write Spanish, Portuguese, Japanese, Korean, German, or French</li></ul> <p>At Figma, one of our values is Grow as you go. We believe in hiring smart, curious people who are excited to learn and develop their skills. If you’re excited about this role but your past experience doesn’t align perfectly with the points outlined in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.</p><p><h2>Pay Transparency Disclosure</h2> <p>Job level and actual compensation will be decided based on factors including, but not limited to, individual qualifications objectively assessed during the interview process (including skills and prior relevant experience, potential impact, and scope of role), market demands, and specific work location. </p><p>Figma offers equity to employees, as well as a competitive package of additional benefits, including health, dental, and vision coverage; retirement benefits with company contributions; parental leave and reproductive or family planning support; mental health and wellness benefits; and paid time off. Figma provides paid sick leave, holidays, and other leave benefits in compliance with applicable federal, state, and local laws, including the requirements of the Washington Minimum Wage Act and related regulations. For non-exempt employees, PTO is accrued at a rate equivalent to 15 days per year for full‑time employees. Accrued PTO may be used for vacation or personal time, subject to company policy and manager approval. In addition, the company provides 10 paid sick days annually for non-exempt full-time employees. Additional benefits may include company recharge days, cell phone and home internet reimbursements, and a number of lifestyle spending accounts. Figma also offers sales incentive compensation for most sales roles and an annual bonus plan for eligible non-sales roles. All compensation and benefits are subject to applicable plan terms and may be modified by Figma at any time, consistent with applicable law.</p><p>Hourly Base Pay Range:</p><p>$45.20&mdash;$80.30 USD</p><p>At Figma we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our product and our community to flourish. Figma is an <a href='https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf'>equal opportunity workplace</a> - we are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity/expression, veteran status<strong>, </strong>or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.</p><p>We will work to ensure individuals with disabilities are provided reasonable accommodation to apply for a role, participate in the interview process, perform essential job functions, and receive other benefits and privileges of employment. If you require accommodation, please reach out to <a href='mailto:[email protected]'>[email protected]</a>. These modifications enable an individual with a disability to have an equal opportunity not only to get a job, but successfully perform their job tasks to the same extent as people without disabilities. </p><p>Examples of accommodations include but are not limited to: </p><ul><li>Holding interviews in an accessible location</li><li>Enabling closed captioning on video conferencing</li><li>Ensuring all written communication be compatible with screen readers</li><li>Changing the mode or format of interviews </li></ul> <p>To ensure the integrity of our hiring process and facilitate a more personal connection, we require all candidates keep their cameras on during video interviews. Additionally, if hired you will be required to attend in person onboarding.</p><p>By applying for this job, the candidate acknowledges and agrees that any personal data contained in their application or supporting materials will be processed in accordance with <a href='https://www.figma.com/legal/candidate-privacy-notice/'>Figma's Candidate Privacy Notice</a>.</p>

AL, AK, AZ, AR, CA, CO, CT, DE, FL, GA, HI, ID, IL, IN, IA, KS, KY, LA, ME, MD, MA, MI, MN, MS, MO, MT, NE, NV, NH, NJ, NM, NY, NC, ND, OH, OK, OR, PA, RI, SC, SD, TN, TX, UT, VT, VA, WA, DC, WV, WI, WY

Support/Success

<p>Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is very widely used in breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation and IoT. Our customers include the world's leading public cloud and silicon providers, and industry leaders in many sectors. The company is a pioneer of global distributed collaboration, with 1000+ colleagues in 70+ countries and very few office based roles. Teams meet two to four times yearly in person, in interesting locations around the world, to align on strategy and execution.</p><p>The company is founder led, profitable and growing. </p><h2>We are hiring a Customer Success - Team Manager.</h2> <p>To support Canonical's growth, we are expanding our CSM team globally and recruiting leaders to support and drive our Customer Success teams regionally. We consider our Customer Success operations an exceptional tool to sustain revenue retention and growth, placing excellence in delivering outstanding customer services in the new technologies sector. As such, we are looking for exceptional candidates with proven track records in Customer Success management and an obvious passion for new technologies. </p><p>You will enjoy this role if you are organised, persistent, analytical, diplomatic, a listener, hard-working, and determined to grow your skills and teams. As a lead, you will provide mentoring, coaching in post-sales account management and feedback to team members. You will play a crucial role in proactively identifying areas of improvement and implementing process change, driving high-performing teams. Comfortable dealing with ambiguity you will be equip to quickly adapt to change. Collaboration with other teams is also vital to this role to enhance the overall customer experience. Your key responsibility will be to analyze regional performance metrics, identify trends and opportunities for improvement, and implement changes to increase efficiency and achieve business objectives. You will work in close collaboration with the Global Head of Customer Success to drive results.</p><p>We engage with a diverse customer base and follow a diverse set of motions to provide the appropriate and required level of focus for every customer. The successful candidate will be able to demonstrate the ability to pivot right across this customer base regardless of culture, location or focus.</p><p><strong>Location: </strong>These opportunities are available globally and are remote positions.</p><h2>The role entails:</h2> <ul><li><strong>Strategic planning and analysis:</strong> preparing communication plans, team meetings, and other messages shared in broader management forums, setting yourself and your team up for success. Regularly reviewing key performance indicators and metrics is your baseline. You will develop strategies to enhance customer engagement, improve retention rates, drive up-sells or cross-sells where appropriate, and ultimately increase customer success.</li><li><strong>Customer interactions and support to your team:</strong> resolve escalated customer issues requiring expertise or intervention ensuring timely resolution.</li><li><strong>Team management:</strong> passionate about guiding and supporting your team members, helping them navigate complex customer situations, improve their skills, and achieve their goals. Conducting regular performance reviews with team members you will also help identifying areas for improvement/development as well as celebrating excellence, recognising team achievements, and setting goals for individual growth. </li><li><strong>Cross-functional collaboration: </strong>collaboration with other departments, such as Sales, Marketing, Product development, and Support, is essential. This ensures alignment on customer needs, feedback sharing, and coordinated efforts to drive customer success. You will establish trustworthy channels of communication across the board.</li><li><strong>Documentation and reporting: </strong>you are allowed to be creative! While building content with your team and your manager, you will also ensure the changes are well documented, instilling quality and attention to detail in all you do.</li></ul> <h2>What we are looking for in you</h2> <ul><li>Excellent academic results at school and university</li><li>Bachelor’s or equivalent degree in Business, Communication or STEM subject</li><li>Knowledge and passion for Customer Success, revenue management and technology, experience in SaaS or software industries</li><li>Track record of bringing exceptional Customer Success experience results</li><li>Commitment to continuous learning and improvement - curious, flexible, scientific</li><li>Creative problem-solving and cross-team collaboration</li><li>Experience growing and developing a CSM team</li><li>Hands-on approach to using data to drive team activities and continuous improvement</li><li>Willingness to travel up to 4 times a year for internal events</li></ul> <h2>Nice-to-have skills</h2> <ul><li>Whilst English is our business language, proficiency (both written and spoken) in Japanese, Korean, Spanish, Portuguese, German, French, or Italian will be valued.</li></ul> <h2>What we offer you</h2> <p>We consider geographical location, experience, and performance in shaping compensation worldwide. We revisit compensation annually (and more often for graduates and associates) to ensure we recognise outstanding performance. In addition to base pay, we offer a performance-driven annual bonus. We provide all team members with additional benefits which reflect our values and ideals. We balance our programs to meet local needs and ensure fairness globally.</p><ul><li>Distributed work environment with twice-yearly team sprints in person - we’ve been working remotely since 2004!</li><li>Personal learning and development budget of USD 2,000 per year</li><li>Annual compensation review</li><li>Recognition rewards</li><li>Annual holiday leave</li><li>Maternity and paternity leave</li><li>Employee Assistance Programme</li><li>Opportunity to travel to new locations to meet colleagues from your team and others</li><li>Priority Pass for travel</li></ul> <h2>About Canonical</h2> <p>Canonical is a pioneering tech firm at the forefront of the global move to open source. As the company that publishes Ubuntu, one of the most important open source projects and the platform for AI, IoT and the cloud, we are changing the world of software. We recruit on a global basis and set a very high standard for people joining the company. We expect excellence - in order to succeed, we need to be the best at what we do. Most colleagues at Canonical have worked from home since its inception in 2004.​ Working here is a step into the future, and will challenge you to think differently, work smarter, learn new skills, and raise your game.</p><h2>Canonical is an equal opportunity employer</h2> <p>We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background create a better work environment and better products. <a href='https://canonical.com/careers/diversity/identity'>Whatever your identity, we will give your application fair consideration.</a></p><p>#LI-remote </p>

AL, AK, AZ, AR, CA, CO, CT, DE, FL, GA, HI, ID, IL, IN, IA, KS, KY, LA, ME, MD, MA, MI, MN, MS, MO, MT, NE, NV, NH, NJ, NM, NY, NC, ND, OH, OK, OR, PA, RI, SC, SD, TN, TX, UT, VT, VA, WA, DC, WV, WI, WY

Support/Success

<p>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.</p><p>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. <a href='https://www.youtube.com/watch?v=OuZIb5zszQI'>Co-create the future with us</a> as we build technology that transforms how the world develops software.</p><p>*<em>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.</em></p><h2>An overview of this role</h2> <p>Support Engineering at GitLab isn’t just a title - you will be embedded within the Engineering department and will truly operate in an environment where Support and Engineering meet. You’ll interact with customers daily as they encounter the difficult edge cases of running GitLab in complex environments. In the space of a day, you might be doing behind the scenes work of a Linux administrator troubleshooting performance problems by using strace on a particular process, interacting with the Product team to ensure that steps in a bug report are reproducible, or interacting with the Engineering team itself by diving deep into our codebase and putting together a merge request to actually fix a customer issue. </p><p>That’s not all though - you’d equally be invited to contribute to the source code, improve our documentation, and help build out more efficient support processes in our issue tracker. We want to live in a world where everyone can contribute, and as a member of the support team, there are no barriers to using your skills to improve the experience of our users and customers.</p><p><br> Some examples of our projects: </p><ul><li><a href='https://gitlab.com/gitlab-com/support/toolbox/gitlab-detective'>A tool to automatically check a GitLab Omnibus install for known issues</a></li><li>A<a href='https://gitlab.com/gitlab-com/support/toolbox/gitlabsos'> solution to capture the state of a customer’s server</a> for easier troubleshooting</li><li><a href='https://gitlab.com/gitlab-com/support/toolbox/sosparser'>A tool which turns log files into interactive tables to easily sort and filter columns</a></li><li>A functionality to<a href='https://docs.gitlab.com/ee/ci/chatops/'> ChatOps</a> to make it easier to identify user accounts on GitLab.com</li></ul> <p><strong>What you’ll do</strong> </p><ul><li>Support a mix of Self-managed and GitLab.com (SaaS) customers and resolve their issues via Zendesk tickets, merge requests, email and video conferencing</li><li>Collaborate with our <a href='https://about.gitlab.com/handbook/product/'>Product</a>, <a href='https://about.gitlab.com/handbook/engineering/development/'>Development</a>, <a href='https://about.gitlab.com/handbook/engineering/infrastructure/'>Infrastructure</a>, <a href='https://about.gitlab.com/handbook/customer-success/'>Customer Success</a> and <a href='https://about.gitlab.com/handbook/sales/'>Sales</a> Teams to build new features and fix bugs, define and shape the product goals, roadmap, priorities, and strategy</li><li>Create and update documentation based on customer interactions</li><li>Collaborate with Support team members (through <a href='https://gitlab.com/gitlab-com/support/support-pairing/?_gl=1%2a1vj7usl%2a_ga%2aMTYyOTI0OTAxNC4xNjc4NzIwMDg0%2a_ga_ENFH3X7M5Y%2aMTY4NDgzNDU0OC4xMTAuMS4xNjg0ODM2NDM3LjAuMC4w'>Pairing Sessions</a>) and other GitLab team members (for example: as a <a href='https://about.gitlab.com/handbook/support/#support-stable-counterpart'>Support Stable Counterpart</a>)</li><li>Participate in regular rotations for weekday and weekend on-call coverage (daytime only), providing emergency support to our Self-managed and SaaS customers, or working with our SaaS Production team to coordinate incident communications</li><li>Participate in our hiring processes by reviewing applications and assessments, and by participating in interviews.</li></ul> <p><strong>What you’ll bring </strong></p><ul><li>Experience in, and passion for managing customer facing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand off to the development team, and case resolution</li><li>Excellent Linux systems administration knowledge (LFCE or RHCE equivalent knowledge)</li><li>Ability to use scripting languages (preferably Ruby or Bash), and MVC frameworks (preferably Ruby on Rails)</li><li>Experience with Git and CI/CD</li><li>Expertise in writing support content </li><li>Ability to communicate complex technical topics to customers and coworkers of varying technical skill level</li><li>Familiarity with DevOps methodologies and technologies like Serverless and Kubernetes</li><li>Understand a range of different GitLab implementations, and how service interruptions impact the customer.</li></ul> <p><strong>About the team</strong></p><p>The Support team is distributed all over the world across AMER, EMEA, and APAC regions. Support Engineers work on Support Tickets and helping GitLab’s customers, but they also dig into the code and logs to find out why something is not working as expected. The Collaboration here at GitLab is extraordinary and exciting - Support Engineers <a href='https://about.gitlab.com/handbook/support/workflows/how-to-get-help.html'>solve complex problems together</a> and participate in regular pairing sessions and 1:1s, as well as coffee chats and Slack conversations that help them stay connected. Team members are given the ability to structure their shift the way it best suits their private life while maintaining our ability to address customer issues. </p><p>Thanks to our <a href='https://about.gitlab.com/company/culture/all-remote/values/#transparency'>Transparency</a> value, you can see what we are working on in our <a href='https://about.gitlab.com/handbook/support/'>Support Team</a> page. Additionally, you can see our company <a href='https://about.gitlab.com/direction/'>roadmap</a> and <a href='https://www.youtube.com/@Gitlab'>listen</a> to some of our meetings. </p><h2>How GitLab will support you</h2> <ul><li><a href='https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/'>Benefits to support your health, finances, and well-being</a></li><li><a href='https://about.gitlab.com/company/culture/all-remote/guide/'>All remote</a>, <a href='https://about.gitlab.com/company/culture/all-remote/asynchronous/'>asynchronous</a> work environment</li><li><a href='https://about.gitlab.com/handbook/paid-time-off/'>Flexible Paid Time Off</a></li><li><a href='https://about.gitlab.com/company/culture/inclusion/erg-guide/#:~:text=Definition%20of%20the%20TMRG%20%2D%20Team%20Member%20Resource%20Groups,-TMRGs%20are%20voluntary&amp;text=The%20purpose%20for%20this%20type,developing%20the%20sense%20of%20belonging.'>Team Member Resource Groups</a></li><li><a href='https://about.gitlab.com/handbook/stock-options/'>Equity Compensation &amp; Employee Stock Purchase Plan</a></li><li><a href='https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/#growth-and-development-benefit'>Growth and development budget </a></li><li><a href='https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/#parental-leave'>Parental leave</a> </li><li><a href='https://about.gitlab.com/handbook/finance/procurement/office-equipment-supplies/'>Home office</a> support</li></ul> <p><em>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 </em><a href='https://about.gitlab.com/company/culture/inclusion/#examples-of-select-underrepresented-groups'><em>underrepresented groups</em></a><em> 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.</em></p><p><em>The base salary range for this role’s listed level is currently for residents of the United States only. This range is intended to reflect the role's base salary rate in locations throughout the US. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, alignment with market data, and geographic location. The base salary range does not include any bonuses, equity, or benefits. See more information on our <a href='https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/'>benefits</a> and <a href='https://about.gitlab.com/handbook/stock-options/'>equity</a>. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.</em></p><p>United States Salary Range</p><p>$86,500&mdash;$146,400 USD</p><p><h2>How GitLab Supports Full-Time Employees</h2> <ul><li><a href='https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/'>Benefits to support your health, finances, and well-being</a></li><li><a href='https://handbook.gitlab.com/handbook/people-group/time-off-and-absence/time-off-types/#flexible-paid-time-off-pto'>Flexible Paid Time Off </a></li><li><a href='https://handbook.gitlab.com/handbook/company/culture/inclusion/tmrg-tmag/'>Team Member Resource Groups</a></li><li><a href='https://handbook.gitlab.com/handbook/total-rewards/stock-options/'>Equity Compensation &amp; Employee Stock Purchase Plan</a></li><li><a href='https://handbook.gitlab.com/handbook/people-group/learning-and-development/growth-and-development/'>Growth and Development Fund</a></li><li><a href='https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/#parental-leave'>Parental Leave</a> </li></ul> <p>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 <a href='https://about.gitlab.com/company/culture/inclusion/#examples-of-select-underrepresented-groups'>underrepresented groups</a> 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.</p><hr> <p><strong>Country Hiring Guidelines: </strong>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. </p><p><strong>Privacy Policy: </strong>Please review our <a href='https://handbook.gitlab.com/handbook/hiring/candidate-faq/recruitment-privacy-policy/'>Recruitment Privacy Policy.</a> Your privacy is important to us.</p><p>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 <a href='https://about.gitlab.com/handbook/people-policies/inc-usa/#equal-employment-opportunity-policy'>GitLab’s EEO Policy</a> and <a href='https://about.gitlab.com/handbook/labor-and-employment-notices/#eeoc-us-equal-employment-opportunity-commission-notices'>EEO is the Law</a>. If you have a disability or special need that requires <a href='https://about.gitlab.com/handbook/people-policies/inc-usa/#reasonable-accommodation'>accommodation</a>, please let us know during the <a href='https://about.gitlab.com/handbook/hiring/interviewing/#adjustments-to-our-interview-process'>recruiting process</a>.</p>

AL, AK, AZ, AR, CA, CO, CT, DE, FL, GA, HI, ID, IL, IN, IA, KS, KY, LA, ME, MD, MA, MI, MN, MS, MO, MT, NE, NV, NH, NJ, NM, NY, NC, ND, OH, OK, OR, PA, RI, SC, SD, TN, TX, UT, VT, VA, WA, DC, WV, WI, WY

Support/Success

<p>Bitwarden is the trusted identity security leader for millions of users worldwide, empowering enterprises, developers, and individuals to securely manage and share sensitive information anywhere. Bitwarden makes it easy for all users to extend robust security across their devices with password management, secrets management, and passwordless and passkey innovations. The company is headquartered in Santa Barbara, California. Learn more at <a href='https://bitwarden.com/'>bitwarden.com</a>. </p><p>We truly care about our Bitwarden users and want them to have the best experience while accessing their sensitive information online. Our Billing Support team helps people as quickly as possible through our email support system with the majority of inquiries being resolved the same day received. Team members must have excellent writing skills: stellar grammar, attention to detail, and the ability to explain complicated things simply. Success is measured in swiftness, accuracy, and clarity.</p><p>We are searching for an attentive and analytical Billing Support Specialist to assist with resolving billing related customer inquiries, order processing, and account administration. You will advocate for our customers and partner with internal support staff to ensure the client’s specific needs are met to the best of our ability, accounts are billed appropriately, and processes are operating as expected. For this role, we are looking for candidates located in the U.S. </p><h2>Responsibilities</h2> <ul><li>Manage customer accounts, generate invoices, collect payments, and update accounts to reflect changes</li><li>Answer customer questions about billing and account status</li><li>Accurately identify and resolve any billing and account errors or issues</li><li>Review incoming Purchase Orders for accuracy and adherence to sales and finance guidelines</li><li>Generate invoices for new orders as well as renewal invoices and assure they are calculated and recognized correctly</li><li>Setup and maintain customer accounts in the billing system</li><li>Assist with other accounting duties and participate in departmental projects to meet business needs</li></ul> <h2>What You Bring To Bitwarden</h2> <ul><li>A passion for helping Bitwarden users</li><li>A strong sense of empathy and the ability to advocate for others</li><li>Experience with customer service and communicating billing issues with customers and other internal departments</li><li>Understanding the sensitivity of working with confidential, billing, and accounting information</li><li>Superb organization, attention to detail, and time management skills</li><li>Excellent written and verbal communication skills</li><li>Creative problem-solving skills, good judgment, logic, and ability to learn new things quickly</li><li>Strong work ethic</li><li>Experience multitasking in a cross-functional, fast-paced environment</li><li>Working knowledge of Google G Suite and/or Microsoft Office applications</li><li>Experience with cloud and/or web-based applications is a plus</li><li>Experience working with Stripe is a plus</li><li>Experience in retail or other fast-paced customer facing environments is a plus</li></ul> <h2>What To Expect In The Interview Process</h2> <ul><li>Screening call with Recruiting Manager </li><li>Interview with Billing Support Manager</li><li>Interview with Director</li></ul> <h2>A Few Reasons To Work With Us</h2> <ul><li>Our user community loves us and we love them. Come to work each day with a sense of purpose as we bring a more secure internet experience to everyone from our friends and family to the world’s largest organizations.</li><li>Become an expert. You’ll get immersed in the prominent technology markets of security and open source software.</li><li>We are dedicated to building a diverse and talented team. Work remotely with motivated and supportive team members across the world.</li><li>Learn and grow. Take on new challenges with the support of your team, and continue personal and professional development. </li></ul>

AL, AK, AZ, AR, CA, CO, CT, DE, FL, GA, HI, ID, IL, IN, IA, KS, KY, LA, ME, MD, MA, MI, MN, MS, MO, MT, NE, NV, NH, NJ, NM, NY, NC, ND, OH, OK, OR, PA, RI, SC, SD, TN, TX, UT, VT, VA, WA, DC, WV, WI, WY

Support/Success

<p>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.</p><p>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. <a href='https://www.youtube.com/watch?v=OuZIb5zszQI'>Co-create the future with us</a> as we build technology that transforms how the world develops software.</p><p>*<em>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.</em></p><p><h2>An overview of this role</h2> <p>As an Assigned Support Engineer, you’ll be a trusted technical advisor to GitLab’s largest Self-managed, GitLab Dedicated, and GitLab.com customers, helping them avoid operational disruption and get the most from GitLab. You’ll combine deep Linux systems expertise, GitLab and CI/CD knowledge, and a proactive support mindset to understand each customer’s environment, anticipate and prevent issues, and solve complex technical and business challenges. In a typical week, you might be prioritizing strategic blockers with customer stakeholders, partnering with Product, Development, Infrastructure, Customer Success, and Sales to drive defect resolution and influence the roadmap, or diving into code, logs, and tools like strace to troubleshoot performance issues. Your impact in the first year will be measured by customer trust, reduced critical incidents, and clear, reusable support content that empowers customers and GitLab teams alike.</p><h2>What you’ll do</h2> <ul><li>Provide technical support to our largest Self-managed, GitLab Dedicated, and GitLab.com customers, ensuring their GitLab environments remain stable and performant.</li><li>Troubleshoot and resolve complex, critical, and sensitive support issues using tools like Zendesk, logs, and Linux utilities such as strace, through email and video conferencing.</li><li>Build strong, proactive relationships with key customer stakeholders, helping them prioritize and address their most important technical blockers.</li><li>Collaborate with <a href='https://about.gitlab.com/handbook/product/'>Product</a>, <a href='https://about.gitlab.com/handbook/engineering/development/'>Development</a>, <a href='https://about.gitlab.com/handbook/engineering/infrastructure/'>Infrastructure</a>, <a href='https://about.gitlab.com/handbook/customer-success/'>Customer Success</a>, and <a href='https://about.gitlab.com/handbook/sales/'>Sales</a> teams to drive bug fixes, influence feature development, and help shape product goals and roadmap.</li><li>Act as a technical expert on GitLab and CI/CD implementations, advising customers on how incidents and service interruptions impact their workflows and how to mitigate them.</li><li>Create and improve support content, including documentation and knowledge articles, to help customers and GitLab team members resolve issues more efficiently.</li><li>Partner closely with Support Engineering team members through <a href='https://gitlab.com/gitlab-com/support/support-pairing/?_gl=1%2a1vj7usl%2a_ga%2aMTYyOTI0OTAxNC4xNjc4NzIwMDg0%2a_ga_ENFH3X7M5Y%2aMTY4NDgzNDU0OC4xMTAuMS4xNjg0ODM2NDM3LjAuMC4w'>pairing sessions</a> and <a href='https://about.gitlab.com/handbook/support/#support-stable-counterpart'>stable counterpart</a> relationships to share knowledge and solve problems together.</li><li>Contribute to team growth by participating in hiring processes, including reviewing applications and assessments and joining interviews.</li></ul> <h2>What you’ll bring</h2> <ul><li>Background managing complex, customer facing support cases end to end, from initial inquiry and triage through reproduction, escalation, and resolution.</li><li>Advanced troubleshooting skills with the ability to investigate ambiguous, multi-layered technical issues and identify root causes across applications, infrastructure, and integrations.</li><li>Strong Linux systems administration knowledge (LFCE or RHCE equivalent), including performance analysis and low-level debugging tools.</li><li>Practical experience with GitLab and continuous integration / continuous delivery (CI/CD), including how different deployment models and outages affect customers.</li><li>Ability to write and maintain clear, reusable support content such as knowledge articles, runbooks, and troubleshooting guides.</li><li>Proficiency with scripting languages (such as Ruby or Bash) and familiarity with model-view-controller (MVC) frameworks, preferably Ruby on Rails.</li><li>Effective communication skills for explaining complex technical topics to audiences with varying technical backgrounds and for building rapport with customer stakeholders.</li><li>Familiarity with DevOps practices and technologies such as Kubernetes and serverless platforms, with openness to applying transferable skills from related domains.</li></ul> <h2>About the team</h2> <p>The Support team is a fully distributed, global group across the AMER, EMEA, and APAC regions, focused on helping customers get the most from GitLab by troubleshooting complex issues and digging into code and logs to understand why something is not working as expected. As an Assigned Support Engineer, you’ll be part of our broader Support Engineering organization, working closely with other Support Engineers through regular pairing sessions, 1:1s, coffee chats, and Slack conversations to stay connected while collaborating asynchronously across time zones. We balance autonomy with accountability, giving you flexibility to structure your shift in a way that fits your life while ensuring we can reliably address customer issues. Thanks to GitLab’s <a href='https://about.gitlab.com/company/culture/all-remote/values/#transparency'>Transparency</a> value, you can see what we are working on in our<a href='https://about.gitlab.com/handbook/support/'> Support Team</a> page. Additionally, you can see our <a href='https://about.gitlab.com/direction/'>company roadmap</a> and <a href='https://www.youtube.com/@Gitlab'>meetings</a> to see what we are working on at any time.</p><p><em>The base salary range for this role’s listed level is currently for residents of the United States only. This range is intended to reflect the role's base salary rate in locations throughout the US. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, alignment with market data, and geographic location. The base salary range does not include any bonuses, equity, or benefits. See more information on our <a href='https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/'>benefits</a> and <a href='https://about.gitlab.com/handbook/stock-options/'>equity</a>. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.</em></p><p>United States Salary Range</p><p>$126,400&mdash;$213,600 USD</p><p><strong>How GitLab Supports Full-Time Employees</strong></p><ul><li><a href='https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/'>Benefits to support your health, finances, and well-being</a></li><li><a href='https://handbook.gitlab.com/handbook/people-group/time-off-and-absence/time-off-types/#flexible-paid-time-off-pto'>Flexible Paid Time Off </a></li><li><a href='https://handbook.gitlab.com/handbook/company/culture/inclusion/tmrg-tmag/'>Team Member Resource Groups</a></li><li><a href='https://handbook.gitlab.com/handbook/total-rewards/stock-options/'>Equity Compensation &amp; Employee Stock Purchase Plan</a></li><li><a href='https://handbook.gitlab.com/handbook/people-group/learning-and-development/growth-and-development/'>Growth and Development Fund</a></li><li><a href='https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/#parental-leave'>Parental Leave</a> </li></ul> <p>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 <a href='https://about.gitlab.com/company/culture/inclusion/#examples-of-select-underrepresented-groups'>underrepresented groups</a> 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.</p><hr> <p><strong>Country Hiring Guidelines: </strong>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. </p><p><strong>Privacy Policy: </strong>Please review our <a href='https://handbook.gitlab.com/handbook/hiring/candidate-faq/recruitment-privacy-policy/'>Recruitment Privacy Policy.</a> Your privacy is important to us.</p><p>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 <a href='https://about.gitlab.com/handbook/people-policies/inc-usa/#equal-employment-opportunity-policy'>GitLab’s EEO Policy</a> and <a href='https://about.gitlab.com/handbook/labor-and-employment-notices/#eeoc-us-equal-employment-opportunity-commission-notices'>EEO is the Law</a>. If you have a disability or special need that requires <a href='https://about.gitlab.com/handbook/people-policies/inc-usa/#reasonable-accommodation'>accommodation</a>, please let us know during the <a href='https://about.gitlab.com/handbook/hiring/interviewing/#adjustments-to-our-interview-process'>recruiting process</a>.</p>

AL, AK, AZ, AR, CA, CO, CT, DE, FL, GA, HI, ID, IL, IN, IA, KS, KY, LA, ME, MD, MA, MI, MN, MS, MO, MT, NE, NV, NH, NJ, NM, NY, NC, ND, OH, OK, OR, PA, RI, SC, SD, TN, TX, UT, VT, VA, WA, DC, WV, WI, WY

Support/Success

<h2>About The Team</h2><p>The Scaled/Digital Customer Success team helps customers realize value from Mural through education, digital programs, and learning experiences at scale. This team plays a critical role in making high-quality customer education more personalized, accessible, and scalable. This role sits within our Scaled and Digital Customer Success team and reports to the Director of Customer Success.</p><h2>Your Mission</h2><p>As a Customer Enablement Manager, your mission is to bring our customer enablement strategy to life through high-quality content, personalized learning experiences, and scalable programs. You will translate customer needs and product capabilities into clear, outcome-based learning journeys that help teams work better together and achieve real-world success with our platform.</p><p>You will build and scale modern customer education programs that help customers adopt priority use cases, reduce time-to-value, and increase product confidence. </p><h2>What You'll Do</h2><ul><li><p>Execute scalable education initiatives including self-guided, live, cohort-based, and peer-led learning experiences.</p></li><li><p>Design outcome-based learning journeys and adaptive paths tailored to priority roles, use cases, and adoption milestones.</p></li><li><p>Develop and maintain high-quality reusable content such as courses, guides, videos, templates, and interactive simulations.</p></li><li><p>Partner cross-functionally with Product, Marketing, and CS to align education with launches and identify education gaps.</p></li><li><p>Deliver internal enablement to CS Teams globally to ensure consistency in Customer Journey, Strategy Execution, and customer outcomes.</p></li><li><p>Track and measure learning engagement, proficiency, and product adoption to continuously improve program effectiveness.</p></li></ul><h2>What You'll Bring</h2><ul><li><p>3+ years of experience in customer education, instructional design, or scaled Customer Success, ideally in B2B SaaS.</p></li><li><p>Proven ability to design modern learning experiences using microlearning, scenarios, and social learning principles.</p></li><li><p>Strong content creation skills with the ability to simplify complex product workflows into actionable learning assets.</p></li><li><p>Data-informed mindset with comfort using product and learning metrics to drive program improvements.</p></li><li><p>Excellent cross-functional collaboration and program management skills in a fast-paced environment.</p></li></ul><ul><li><p>Familiarity with collaboration or visual work platforms (e.g., Mural) and design thinking principles.</p></li><li><p>Experience with LMS, digital adoption platforms, and AI-enabled learning tools.</p></li><li><p>Experience designing customer academies, community-led learning, or cohort-based programs. </p></li></ul><h2>Equal Opportunity </h2><p>We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.</p>

AL, AK, AZ, AR, CA, CO, CT, DE, FL, GA, HI, ID, IL, IN, IA, KS, KY, LA, ME, MD, MA, MI, MN, MS, MO, MT, NE, NV, NH, NJ, NM, NY, NC, ND, OH, OK, OR, PA, RI, SC, SD, TN, TX, UT, VT, VA, WA, DC, WV, WI, WY

Support/Success