Director, Support
GitLab is an AI-powered DevSecOps platform that unifies the entire software development lifecycle into a single application. It helps development, security, and operations teams to collaborate and deliver software more efficiently, with security integrated at every step. The platform is trusted by millions of users and a majority of the Fortune 100.
About GitLab Inc.
GitLab is a comprehensive, AI-powered DevSecOps platform that streamlines the entire software delivery process by unifying the development lifecycle into a single application. It integrates source code management, CI/CD, security, and monitoring to help teams build, secure, and operate software more efficiently. Key features include automated security scans built into the development pipeline and AI-driven tools like GitLab Duo for code suggestions and chat, which enhance developer productivity. GitLab serves a diverse client base, from startups and open-source projects to large enterprises, including over half of the Fortune 100. The platform aims to reduce complexity, accelerate delivery cycles, and strengthen security and compliance for its users.
Skills
About the Role
You will build and lead the Bengaluru Center of Support, creating its organizational structure, management systems, staffing plans, and operating standards. You will scale and retain a high-performing technical support organization, develop managers and support engineers, and oversee service performance, customer satisfaction, ticket quality, and resolution metrics. You will coordinate escalation processes and shift handoffs across global support hubs, guide adoption of AI support tools, and partner on support strategy, tooling, analytics, automation, headcount planning, and customer insights.
Requirements
- Experience managing technical support engineering or a related customer-facing technical function through a manager-of-managers structure.
- Experience 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 enterprise software as a service support, including service-level obligations, tiered support models, escalation frameworks, and operational metrics.
- Experience working in a distributed environment with asynchronous and synchronous collaboration.
- Familiarity with AI-assisted support tooling and introducing tools or automation at scale.
- Ability to retain and develop technical team members.
- Knowledge of DevSecOps platforms, continuous integration and continuous delivery tooling, Kubernetes, or cloud-native infrastructure.
- Experience with Zendesk, Salesforce, Decagon, or equivalent support tools.
Responsibilities
- Design and build the Bengaluru hub's organizational structure, roles, customer and product segmentation, and shift coverage models.
- Establish management infrastructure, operating rhythms, escalation frameworks, and quality standards.
- Manage hiring and retention, including role profiles, interview panels, offer selections, career paths, internal mobility, recognition, and team culture.
- Develop managers and support engineers, set performance expectations, provide feedback, and create management career pathways.
- Own performance against service-level targets, customer satisfaction, ticket quality, resolution metrics, and global key performance indicators.
- Implement escalation workflows, Request for Help integration, and shift handoff protocols across global support hubs.
- Guide the use of AI tooling and partner on tooling, analytics, and process automation.
- Partner on global strategy, customer insights, operating plans, headcount models, and the Support Engineering roadmap.
Benefits
- Health, financial, and well-being benefits
- Flexible Paid Time Off
- Team Member Resource Groups
- Equity compensation
- Employee Stock Purchase Plan
- Growth and Development Fund
- Parental Leave
