Director, Support (Bengaluru)
GitLab · Posted Oct 28
DevSecOps platform, software version control, CI/CD pipeline, and AI-assisted development services
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About the role
GitLab is the intelligent orchestration platform for DevSecOps, and its Support Engineering team is distributed across the Americas, EMEA, and Asia-Pacific, working tickets, examining code and logs to find root causes, and helping customers. This role builds and manages GitLab's India-based Bengaluru Center of Support as a strategic peer to the Americas and EMEA hubs, reporting to the Vice President of Support Engineering. The Director owns the hub's organizational design, headcount growth, management infrastructure, and operating standards while delivering enterprise-grade technical support across APAC and EMEA time zones.
What you will do
- 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 key performance indicators.
- Implement local escalation workflows, Request for Help integration, and shift handoff protocols across the Asia-Pacific, Europe, Middle East, and Africa, and Americas support hubs.
- Guide the hub's use of GitLab's artificial intelligence toolchain and partner with Support Operations and Strategy on tooling, analytics, and process automation.
- Work with regional Support Engineering managers, Product, Engineering, and the Vice President of Support Engineering on global strategy, customer insights, operating plans, headcount models, and the Support Engineering roadmap.
Skills used in this role
What the employer is looking for
- Experience managing technical support engineering or a closely related customer-facing technical function, including through a manager-of-managers structure.
- A record of building or significantly scaling a support organization, including organizational design, hiring infrastructure, 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 managing service-level obligations, tiered support models, escalation frameworks, and operational metrics.
- Experience working in a distributed environment that combines asynchronous and synchronous collaboration, with clear written and verbal communication.
- Familiarity with AI-assisted support tooling and experience introducing new tools or automation at scale.
- Demonstrated ability to retain and develop technical team members in a dynamic hiring market.
- Knowledge of DevSecOps platforms, continuous integration and continuous delivery tooling, Kubernetes, or cloud-native infrastructure, along with experience using support platforms such as Zendesk, Salesforce, Decagon, or equivalent tools. Experience with GitLab as a user, administrator, or customer is helpful.
Benefits and support
- Benefits to support your health, finances, and well-being
- Flexible Paid Time Off
- Team Member Resource Groups
- Equity Compensation & Employee Stock Purchase Plan
- Growth and Development Fund
- Parental Leave
About GitLab
GitLab is an intelligent orchestration platform for DevSecOps, delivered as a single application that empowers development, security, and operations teams to ship software faster and more securely. Operating as one of the world's largest all-remote companies, GitLab integrates the entire software lifecycle from planning and source code management to CI/CD and automated security testing. Millions of users and thousands of organizations globally rely on GitLab to scale their development workflows and adopt agentic AI engineering.
- Industry
- Software Development
- Company size
- 2375 employees
- Founded
- 2011
- Location
- San Francisco, California, USA
- Funding stage
- Public Company
Funding
Public Company · $435M raised
- 2022-09-16Post IPOUndisclosed
- 2019-09-17Series E$268M
- 2018-09-19Series D$100M
- 2017-10-10Series C$20M
- 2016-03-15Series B$4M
Leadership
Chief Executive Officer
Chief Financial Officer
Chief Technology Officer
Chief Product and Marketing Officer
Chief Business and Legal Officer
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