Director, Support (Bengaluru)

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