Director, Support (Bengaluru)

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Skills you'll use

What you'll 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.

Who can apply

• 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.
• 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.

About GitLab

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