# Director, Support (Bengaluru)

**Company**: GitLab
**Location**: Bangalore, India
**Work arrangement**: remote
**Experience**: executive
**Job type**: full-time
**Category**: IT
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/gitlab/jobs/8629019002?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_31db1890-f32

## Description

GitLab is seeking a Director, Support Engineering for its Bengaluru Center of Support. The successful candidate will build and manage GitLab's India-based regional support hub, reporting to the Vice President of Support Engineering.

Responsibilities:

- Design and build the Bengaluru hub's organisational structure

- Establish management infrastructure and operating standards

- Manage hiring and retention in partnership with Talent Acquisition

- Develop managers and support engineers, setting clear performance expectations

- Own performance against service-level targets and customer satisfaction

- Implement local escalation workflows and shift handoff protocols

- Guide the hub's use of GitLab's artificial intelligence toolchain

- Work with regional Support Engineering managers, Product, Engineering, and the Vice President of Support Engineering on global strategy

Requirements:

- Experience managing technical support engineering or a closely related customer-facing technical function

- Record of building or significantly scaling a support organisation

- Experience establishing a global delivery hub or Center of Support

- Deep knowledge of supporting enterprise software as a service

- Experience working in a distributed environment with asynchronous and synchronous collaboration

- Familiarity with AI-assisted support tooling and experience introducing new tools or automation at scale

- Demonstrated ability to retain and develop technical team members

- Knowledge of DevSecOps platforms, continuous integration and continuous delivery tooling, Kubernetes, or cloud-native infrastructure

Benefits:

- Benefits to support 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

## Skills

### Required
- DevSecOps
- technical support engineering
- organisational design
- hiring infrastructure
- team culture
- service-level obligations
- tiered support models
- escalation frameworks
- operational metrics
- AI-assisted support tooling
- automation at scale
- DevSecOps platforms
- continuous integration and continuous delivery tooling
- Kubernetes
- cloud-native infrastructure

### Nice to have
- GitLab

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/gitlab/jobs/8629019002?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)