Account Teams working with ASEs
Information for Sales, CS and PS about how best to collaborate with Assigned Support Engineers (ASEs)
Offering - Assigned Support Engineer (ASE)
Information about the ASE offering, being an ASE, and working with ASEs
The Assigned Support Engineer offering
An Assigned Support Engineer (ASE) is a named senior-level support engineer assigned to a customer organization. ASEs provide customized, proactive technical support by learning the customer’s GitLab environment in depth and building direct technical relationships with key contacts.
For the official description of this offering, see the Assigned Support Engineer Delivery Data Sheet.
GitLab team members can view the current list of Assigned Support Engineers in the Assigned Support Engineers project.
How customers get ASE service
Signature Success Plan: Includes one ASE per account, combined with strategic Customer Success Management.
There are two ways for a customer to purchase the ASE service:
- Signature Success Plan: Includes one ASE per account, combined with strategic Customer Success Management.
- Standalone Add-On: Available for Premium or Ultimate subscriptions. Customers can purchase multiple ASEs based on organizational needs.
Service Details
- Each ASE works with up to 5 accounts.
- 8 hours of ASE time per week per account
- Flexible communication channels based on customer preference
- Emergency support outside business hours is handled by the global support 24/7 on-call rotation. The ASE follows up during their normal business hours.
What an ASE does
Customized Support Planning: Create quarterly ASE Support Plans aligned with customer priorities, business cycles, and communication preferences.
The ASE role has several distinguishing characteristics:
- Customized support planning: Create quarterly ASE Support Plans aligned with customer priorities, business cycles, and communication preferences.
- Proactive problem management: Monitor ticket trends, identify root causes of recurring issues, document known errors with workarounds, and coordinate permanent fixes with Product and Engineering teams.
- Known factor reviews: Conduct periodic assessments covering environment configuration, performance optimization, security posture, and upgrade planning.
- Upgrade and migration support: Partner with customers and Professional Services through planning, execution, and post-project retrospectives.
- Customer advocacy: Represent customer technical needs to Product and Engineering teams with business context.
- Environment documentation: Create customer-specific runbooks for Global Support and ASE backup coverage.
ASE vs. Global Support
| Aspect | Global Support | ASE Service |
|---|---|---|
| Engineer | Any available from queue | Assigned named engineer |
| Environment Knowledge | Learns from ticket and ASE documentation | Deep ongoing expertise, shared with Global Support |
| Communication | Ticket-based | Flexible channels |
| Approach | Reactive | Proactive problem management |
| Planning | Planning requests sent to ASE | Quarterly support plans, shared with Global Support |
Global Support works ASE account tickets using org notes for context. ASEs build and maintain customer documentation for use by Global Support, review the overall support engagement, conduct ticket trend analysis, and ensure all tickets are working towards resolution. ASEs select tickets to engage on based on customer prioritization, needs, and ticket trends. Global Support will engage with the ASE during business hours for clarification or escalation as needed.
Service boundaries
The ASE role is similar to, but distinct from, other account team roles:
- Assigned Support Engineer: Proactive problem management, Known Factor Reviews, upgrade and migration support, customer advocacy, quarterly planning, and environment documentation.
- Professional Services: Implementation projects, migration execution, architecture design, custom development, and formal training.
- Customer Success Manager (CSM) or Architect (CSA): Strategic planning, executive relationships, adoption roadmaps, and commercial discussions.
For Signature Success customers, the CSM/CSA and ASE coordinate through quarterly planning sessions. The CSM/CSA drives strategic value while the ASE ensures technical success.
The ASE leadership team
| Role | Name |
|---|---|
| Senior Manager, ASE Global Program & AMER ASE |
 Lissa Roberts
|
| Manager, EMEA ASE |
 Ilia Kosenko
|
| Manager, APAC ASE |
 Wei-Meng Lee
|
Communication channels
- Slack:
#spt_assigned-support-eng— ASE team discussions and coordination - Slack:
#support_escalations— escalation coordination - GitLab Project: gitlab-com/support/assigned-support-engineers — ASE-related issues and documentation
Operational and social ASE team meetings are held on a regular schedule. See the Support Calendar for details.
ASE Workflows and Other Standard Practices
Agreed upon methods for performing tasks that are common among ASEs
Becoming and Being an ASE
Information about the ASE role for new and potential ASEs
Emergency Workflow
Workflow for an ASE when their account submits an emergency
Global Support working with ASEs
Information for the rest of Support about how best to collaborate with Assigned Support Engineers (ASEs)
Last modified April 13, 2026: Update ASE Program description to improve clarity and definition (
4dbc157a)
