Incident & Escalation Lead- Enterprise Customers

GitLab · Remote, Canada; Remote, United States

Full-timeRemote2d ago

Not open to applicants in Nigeria. This employer hires from: Canada, United States only. Apply only if you are based there.

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About this role

The Incident & Escalation Lead role, based remotely in Canada or the United States, involves coordinating critical incidents, multi-team engagements, and executive or commercial escalations for GitLab's enterprise customers, often where customer trust and the relationship are at risk. The position suits someone experienced in managing high-pressure situations who can keep teams aligned and communicate clearly with senior stakeholders and customers. A standout requirement is ownership of escalations that may be commercial or executive in nature, not just technical, meaning the role demands both incident command skill and relationship judgment.

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