Director, Global Support Engineering — AI-Driven Hub

GitLab Inc.

United States

Remote

USD 42,000 - 74,000

Full time

14 days+

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Benefits offered by this job

Health benefits

Flexible PTO

Team Member Resource Groups

Equity Compensation & Employee Stock-P

Employee Stock Purchase Plan

Growth and Development Fund

Parental Leave

Job summary

GitLab seeks a Director of Support Engineering to build and lead its Bengaluru hub. You will design the organizational structure, grow headcount, and set operating standards while delivering enterprise-grade support across Asia-Pacific, Europe, MEA, and the Americas time zones.

This remote-friendly role is based in Bengaluru, India. You’ll collaborate with Product, Engineering, and VP Support Engineering to align global strategy, drive customer insights, and shape the Support Engineering

Qualifications

Proven experience leading technical support engineering teams, including manager-of-managers.
Experience building or scaling a global support hub across regions and time zones.
Strong background in enterprise SaaS support, SLAs, and metrics.
Comfort with distributed async/sync collaboration and clear communication.

Responsibilities

Design Bengaluru hub structure, roles, segmentation, and shift coverage.
Establish management infra, rhythms, escalation frameworks, and quality standards.
Lead hiring in partnership with TA; define profiles, interviews, offers, growth paths.
Develop managers and engineers with clear performance expectations and feedback.
Own SLA performance, CSAT, ticket quality, metrics, and KPI reporting.
Implement local escalation workflows and cross-region handoff protocols.
Guide AI toolchain usage and collaborate on tooling and automation.
Work with regional managers on strategy, insights, and headcount models.