Director, Support (Bengaluru)
GitLab
Bangalore, IndiaremotePosted 1 month ago
Skill Required
Customer SupportCI/CDKubernetesSalesforceGit
Key highlights
- Based in Bengaluru, India (remote-friendly)
- Reports to the Vice President of Support Engineering
- Equity Compensation & Employee Stock Purchase Plan
- Flexible Paid Time Off
- Experience managing technical support engineering or a closely related customer-facing technical function required
- Experience building or scaling a support organization required
Role overview
As Director, Support Engineering for our Bengaluru Center of Support, you'll build and manage GitLab's India-based regional support hub as a strategic peer to our Americas and Europe, Middle East, and Africa hubs. Reporting to the Vice President of Support Engineering, you'll own the hub's organizational design, headcount growth, management infrastructure, and operating standards while building a healthy team that delivers enterprise-grade technical support across Asia-Pacific and Europe, Middle East, and Africa time zones. This remote-friendly role is based in Bengaluru, India.
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 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.
Requirements
- 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.
Nice to have
- Experience with GitLab as a user, administrator, or customer.
Benefits
- 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
Additional details
- GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100* trust GitLab to ship better, more secure software faster.
- The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems.
- The GitLab Support Engineering team is distributed across the Americas, Europe, Middle East, and Africa, and Asia-Pacific. Support engineers and managers work on tickets and help GitLab's customers. We also examine code and logs to find root causes. We solve complex problems collectively, participate in pairing sessions and one-on-ones, and stay in communication across time zones through deliberate asynchronous work habits. Support is where customers meet GitLab, and we take that seriously.
- Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. The Fortune 100 claim is based on GitLab data and refers to the top 20% of companies ranked in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited aren't affiliated with and don't endorse GitLab products or services.
- Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.
- Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.
- Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us.
- GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.