AI Engineer

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. 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. Co-create the future with us as we build technology that transforms how the world develops software. *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. AN OVERVIEW OF THIS ROLE As the Senior Manager, End User Services at GitLab, you’ll own the global Team Member technology experience from day one onboarding through every day they’re here. Your team is the front door for Team Members across every region whenever they need help with the core SaaS tools that power their work, including Google Workspace, Slack, Okta, GitLab, Glean, and Zoom. You’ll lead a globally distributed team of EUS engineers, set the strategy for how we deliver support at scale, and partner closely with People Operations, Security, IT Engineering, and Workplace to make sure technology removes friction rather than creating it. This is a high-impact leadership role at an all-remote, async-first company where the quality of the Team Member experience directly shapes how productive our 2,900+ Team Members can be. You’ll be measured on Team Member satisfaction, operational excellence, and your ability to scale support through automation, AI, and well-designed processes rather than headcount. You’ll report into IT leadership and have visibility across the company on everything from new-hire experience to global office expansions and SaaS portfolio strategy. Some of what your team owns and supports: THE GITLAB TEAM MEMBER HANDBOOK  WHAT YOU’LL DO   * Lead, coach, and develop a globally distributed End User Services team responsible for delivering an exceptional support experience to GitLab Team Members across every time zone, 24/5. * Own the strategy and day-to-day operations of EUS, including incident, request, problem, and change management, with measurable SLAs, CSAT, MTTA, and MTTR targets. * Administer and continuously improve the core Team Member SaaS stack, including Google Workspace, Slack, Okta, GitLab, Glean, and Zoom, partnering with the application owners on access, configuration, and lifecycle. * Scale support through automation, self-service, and AI, including ticket deflection through virtual assistants, knowledge base improvements, and runbook automation in PowerShell, Bash, or Python. * Partner with People Operations to deliver a world-class onboarding and offboarding experience for every new Team Member, ensuring access, equipment, and tooling are ready on day one. * Own the global IT asset and SaaS lifecycle, including hardware refresh, license compliance, vendor consolidation, and renewal negotiations in partnership with Finance and Procurement. * Serve as the senior escalation point from EUS into Security, IT Engineering, and Workplace, and represent the Team Member voice in cross-functional decisions about tooling and policy. * Define and report on the KPIs that matter for EUS, including CSAT, SLA attainment, deflection rate, and cost per Team Member, and use the data to drive continuous improvement. WHAT YOU’LL BRING  * Proven track record leading a global End User Services, IT Support, or Helpdesk function at a SaaS or cloud-native technology company supporting at least 1,000 employees. * Direct people management experience with a distributed team, including hiring, performance management, and developing engineers into the next level of their careers. * Deep operational expertise with ITSM platforms such as Jira Service Management, ServiceNow, or Zendesk, and a strong grounding in ITIL-based service delivery. * Hands-on administration experience with the modern SaaS stack, including Google Workspace, Slack, Okta, Zoom, and identity, MDM, or endpoint tools such as Jamf, Intune, or Entra. * Track record of using automation, scripting, and AI to scale support, reduce manual toil, and improve Team Member outcomes, with measurable results. * Experience owning the SaaS and IT asset lifecycle end to end, including procurement, vendor management, renewals, and license optimization with clear cost savings to point to. * Strong written communication skills suited to an all-remote, async-first company, with the ability to drive alignment across People, Security, Finance, and Engineering stakeholders. * Comfort operating with a high degree of autonomy and ambiguity, and a bias toward documenting decisions and processes in the open. ABOUT THE TEAM End User Services sits at the heart of the Team Member experience at GitLab. We’re the team that makes sure every Team Member, on every continent, can sign in, collaborate, and focus on their work without IT getting in the way. We operate the way GitLab builds software: all-remote, async-first, transparent by default, and willing to iterate publicly on what works and what doesn’t. We measure ourselves on Team Member satisfaction and operational excellence, and we lean hard on automation and AI so the team can spend its energy on higher-leverage work. EUS partners closely with IT Engineering, Security, Workplace, and People to make GitLab a place where the tools just work. 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 benefits and equity. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary. United States Salary Range $115,200—$194,400 USD HOW GITLAB SUPPORTS FULL-TIME EMPLOYEES * 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  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 underrepresented groups 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. ---------------------------------------------------------------------------------------------------------------------------------- Country Hiring Guidelines: 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.   Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us. 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 GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.

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. 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. Co-create the future with us as we build technology that transforms how the world develops software. *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. AN OVERVIEW OF THIS ROLE We are seeking a Staff Product Manager to serve as an internal PM embedded within this team. This is not a traditional external-facing product role—it is an internal platform product leadership position. You will own the roadmap for our enterprise systems, act as the strategic voice of the business within engineering, and bring senior product craft to a team of Analysts and engineers who build and operate GitLab's revenue infrastructure.  This role is ideal for a seasoned product leader who has deep Quote-to-Cash or Finance domain knowledge, thrives at the intersection of business strategy and technical execution, and is energized by mentoring high-performing teams through complex, multi-program environments. WHAT YOU’LL DO   Internal Product Roadmap Ownership * Define, own, and maintain the multi-quarter internal product roadmap for QTC and Finance Systems, covering Salesforce CPQ, Zuora Billing, Zuora Revenue, NetSuite, and the CDot metering platform. * Translate business strategy from Finance, Revenue Operations, Deal Desk, and Sales into sequenced, prioritized system capabilities with clear outcomes and success metrics. * Balance competing program demands—stabilization, net-new capability delivery, and technical debt reduction—with transparent trade-off frameworks. * Drive quarterly and annual planning ceremonies, partnering with Engineering Managers and Business Systems Analysts to align capacity with roadmap commitments. Stakeholder Partnership & Requirements Translation * Serve as the primary internal product voice for all QTC and Finance Systems initiatives, partnering closely with Finance, Accounting, Revenue Operations, Deal Desk, and Legal. * Lead discovery, requirements workshops, and business process design sessions to translate complex financial and commercial requirements into actionable system specifications. * Own the decision layer between "what the business needs" and "what engineering builds," resolving ambiguity with structured frameworks and documented decisions. * Navigate cross-functional stakeholder dynamics including SOX compliance, audit controls, and revenue recognition governance (ASC 606/IFRS 15). Team Mentorship & Capability Building * Act as a product craft mentor and senior thought partner for the BSA team, actively upskilling analysts in product thinking, requirements structuring, acceptance criteria definition, and roadmap communication. * Model and instill product management best practices—user story writing, prioritization frameworks (e.g., RICE, MoSCoW), sprint review discipline, and outcome tracking—across the team. * Partner with leadership to evolve the operating model of the team from project-execution-focused to product-thinking-led, raising the bar for how ETA delivers business value. * Provide structured feedback and growth coaching to BSAs on career development, helping analysts grow toward senior and lead levels. Program Strategy & Delivery Oversight * Lead product strategy for major multi-quarter programs (e.g., consumption-based billing iterations, CLM/Order Forms, Zuora Product Catalog refactors, ERP optimization) from discovery through go-live. * Define and maintain program-level dependency maps across concurrent workstreams, surfacing risks early and driving cross-team resolution. * Own UAT strategy and acceptance criteria in collaboration with BSAs, ensuring system changes meet business requirements before production release. * Support post-launch stabilization and continuous improvement cycles, prioritizing defect resolution and incremental enhancements based on business impact. Systems Architecture Collaboration * Partner with Enterprise Architects and Engineering Managers to evaluate build-vs-buy-vs-configure decisions for new capabilities. * Bring informed opinions on QTC platform architecture trade-offs (e.g., billing model design, middleware integration patterns, revenue recognition rule configuration) based on deep domain knowledge. * Stay current on platform roadmaps for Salesforce, Zuora, and NetSuite, identifying opportunities to leverage native capabilities before custom builds. WHAT YOU’LL BRING  * 8+ years of product management experience, with at least 3 years in an internal platform PM, enterprise applications PM, or systems product leadership role. * Deep domain expertise in Quote-to-Cash systems: Salesforce CPQ, Zuora Billing, Zuora Revenue, and NetSuite ERP are the core stack—hands-on configuration or implementation experience strongly preferred. * Demonstrated ability to own and communicate multi-quarter internal product roadmaps to senior business and technology stakeholders. * Strong command of revenue lifecycle processes: opportunity-to-quote, order management, billing and collections, revenue recognition (ASC 606), and financial close. * Experience operating in a SOX-controlled environment with an understanding of audit trails, approval workflows, and change management requirements for financial systems. * Track record of successfully running complex, multi-program delivery environments with competing priorities and shared engineering resources. * Sufficient technical fluency to engage meaningfully with engineering on API design, data model decisions, and integration trade-offs—without needing to write code. * Experience with consumption-based or usage-based billing models   ABOUT THE TEAM You'll be joining the Revenue Lifecycle & Finance Systems team within GitLab's Enterprise Technology Architecture organization. Our team is responsible for the systems and processes that power GitLab's entire revenue lifecycle—from configure-price-quote through contract execution, billing, revenue recognition, and financial close.  We are in an exciting and demanding phase: transitioning GitLab's go-to-market from a pure subscription model toward consumption-based offerings while simultaneously modernizing our core platforms. This role will be central to shaping how that evolution happens—and how the team grows in capability and product maturity alongside it. HOW GITLAB SUPPORTS FULL-TIME EMPLOYEES * 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  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 underrepresented groups 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. ---------------------------------------------------------------------------------------------------------------------------------- Country Hiring Guidelines: 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.   Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us. 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 GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.