Director, Global Support Engineering

GitLab

United States

Remote

USD 190,000 - 230,000

Full time

14 days+
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Benefits offered by this job

Flexible Paid Time Off
Equity Compensation & Employee Stock-P
Employee Stock Purchase Plan
Growth and Development Fund
Parental Leave
Team Member Resource Groups

Job summary

GitLab is seeking a Director, Support Engineering to lead the Bengaluru-based regional hub, overseeing organizational design, headcount growth, and operating standards across Asia-Pacific, Europe, Middle East, Africa, and the Americas time zones.

You will build a healthy team delivering enterprise-grade technical support, guide AI-enabled tooling, and partner with global teams to align strategy and roadmaps. This role is remote-friendly and Bengaluru-based.

Qualifications

  • Experience managing technical support engineering or a closely related customer-facing technical function, including through a manager-of-managers structure.
  • A track record of building or scaling a support organization, including organizational design, onboarding, and team culture.
  • Experience establishing a global delivery hub or Center of Support and coordinating service delivery across regions and time zones.
  • Deep knowledge of supporting enterprise software as a service, including SLAs, tiered support, escalation frameworks, and operating metrics.

Responsibilities

  • Design and build the Bengaluru hub’s organizational structure, including specialist and management roles, customer and product segmentation, and shift coverage models.
  • Establish the management infrastructure, operating rhythms, escalation frameworks, and quality standards needed to support sustainable headcount growth.
  • Manage hiring and retention in partnership with Talent Acquisition, including role profiles, interview panels, offer selections, career paths, internal mobility, recognition, and team culture.
  • Develop managers and support engineers, set clear performance expectations, provide transparent feedback, and create pathways into global Support Engineering management roles.
  • Own performance against service‑level targets, customer satisfaction, ticket quality, resolution metrics, and transparent reporting against global KPIs.
  • Implement local escalation workflows, integration, and shift handoff protocols across APAC, EMEA, and Americas hubs.
  • Guide the hub’s use of GitLab’s AI toolchain and partner on tooling, analytics, and automation.
  • Work with regional managers on global strategy, customer insights, operating plans, headcount models, and the Support Engineering roadmap.

Skills

Manager of managers
Global hub building
Support engineering
Kubernetes
AI tooling
Customer-facing tech
Regions/time zones
GitLab familiarity

Tools

Zendesk
Salesforce
Decagon

Job description

GitLab is seeking a Director, Support Engineering to lead the Bengaluru-based regional hub, overseeing organizational design, headcount growth, and operating standards across Asia-Pacific, Europe, Middle East, Africa, and the Americas time zones.

You will build a healthy team delivering enterprise-grade technical support, guide AI-enabled tooling, and partner with global teams to align strategy and roadmaps. This role is remote-friendly and Bengaluru-based.

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