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 lead Support Engineering across EMEA, managing managers and senior contributors in a distributed, multi-country environment. You will own people strategy, service delivery, customer support outcomes, escalations, reporting, and regional operational planning. You will improve cross-region handoffs, guide adoption of AI-assisted support tools, represent customer needs, and help shape global support strategy.
Requirements
- Progressive experience in technical support engineering or a related customer-facing technical discipline.
- Experience managing managers, senior contributors, and distributed teams through a manager-of-managers structure.
- Experience managing multi-country teams in EMEA.
- Experience owning service delivery, including service-level targets, escalations, and operational performance in a globally distributed environment.
- Experience with or interest in AI-assisted support delivery.
- Written and verbal communication skills, including executive communication and synchronous and asynchronous collaboration.
- Proficiency with Zendesk, Salesforce, Decagon, or equivalent support platforms.
- Knowledge of DevSecOps, continuous integration and continuous delivery, Kubernetes, cloud-native infrastructure, or GitLab.
Responsibilities
- Manage the full people agenda for the EMEA Support Engineering team, including performance, career development, succession planning, retention, internal mobility, and culture.
- Manage managers and senior contributors across EMEA time zones.
- Partner on employment considerations across jurisdictions, including Works Council engagement where applicable.
- Own service-level target performance, customer satisfaction, ticket quality, resolution outcomes, escalation workflows, and KPI reporting.
- Improve shift handoffs and Request for Help coordination across global Support Engineering hubs.
- Oversee adoption and improvement of AI tools for support delivery, including tooling, data insights, capacity planning, and staffing management.
- Represent EMEA customer needs by identifying patterns, escalating systemic issues, influencing the product roadmap, and supporting customer or partner conversations.
- Shape global Support Engineering strategy, including geographic coverage, quality standards, knowledge exchange, operating model, planning, headcount modeling, and regional 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
