Support Engineering: Update ASE Leadership Section to reflect Lissa Roberts' joining

An Assigned Support Engineer (ASE) is a senior level support engineer who leads

our support delivery for one to four accounts. The ASE strives to:

- develop excellent relationships with their main contacts at each account

- understand each account's GitLab environment, architecture and use cases

- be a trusted advisor to each account in order to guide them through tickets,

- Develop excellent relationships with their main contacts at each account

- Understand each account's GitLab environment, architecture and use cases

- Be a trusted advisor to each account in order to guide them through tickets,

  upgrades and other situations efficiently and smoothly

- be available to work with their customers through tickets, issues and video

- Be available to work with their customers through tickets, issues and video

  calls during business hours

- be aware of all tickets submitted by each of their accounts, and lead as many

- Be aware of all tickets submitted by each of their accounts, and lead as many

  of those as they can within the amount of time allotted in the contracts

By taking a personalized, customized approach to serving each account, the ASE

### ASE Leadership Team

Val Parsons, Director of Customer Support in EMEA, has led the effort to bring

this first Enhanced Support Offering into existence. She holds overall

responsibility for this part of GitLab Support, which includes things like

working with Sales as necessary to bring in new ASE contracts and driving the

definitions of what the service is and how we deliver it.

Lee Matos, Director of Customer Support in AMER, has partnered with Val as the

AMER DRI for the ASE Program, in large part due to the critical importance of

the AMER region as the source of a high percentage of likely and actual ASE

accounts. He has put a particular focus on determining how to find and develop

internal talent for the ASE role and how to hire external talent for it, too.

Mike Dunninger, Support Engineering Manager in AMER, manages all Global Support

ASEs in AMER. As the only current manager globally with specific ASE Program

responsibilities, he works to:

1. enable and encourage teamwork among all of the ASEs (not just those in AMER)

1. guide the team in identifying, developing and documenting best practices

1. define and document standard processes and reports for the program

Lissa Roberts, Senior Manager, Support Engineering in AMER holds overall responsibility for this part of GitLab Support, which includes things like working with Sales as necessary to bring in new ASE contracts and driving the definitions of what the service is and how we deliver it. All AMER ASEs also report directly to her. Her charter includes:

1. Enabling and encouraging teamwork among all of the ASEs globally

2. Guiding the team in identifying, developing and documenting best practices

3. Defining and documenting standard processes and reports for the program

Ilia Kosenko, Support Engineering Manager in EMEA, manages the EMEA ASEs.