Director, Global Support Engineering

GitLab; United States; Remote; USD 190,000 - 230,000; Full time

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.