Opportunity at
GitLabDirector, Support (Bengaluru)
GitLab, an intelligent orchestration platform for DevSecOps used by millions of registered users and major enterprises, is looking for a Director of Support to lead its…
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About This Role
GitLab, an intelligent orchestration platform for DevSecOps used by millions of registered users and major enterprises, is looking for a Director of Support to lead its Bengaluru Center of Support. In this position, you will establish and direct the India-based regional support hub as a peer to existing operations in the Americas and Europe, Middle East, and Africa. Reporting to the Vice President of Support Engineering, you will define organizational…
Job Description
GitLab, an intelligent orchestration platform for DevSecOps used by millions of registered users and major enterprises, is looking for a Director of Support to lead its Bengaluru Center of Support. In this position, you will establish and direct the India-based regional support hub as a peer to existing operations in the Americas and Europe, Middle East, and Africa. Reporting to the Vice President of Support Engineering, you will define organizational design, direct headcount growth, establish management infrastructure, and maintain service standards for enterprise-grade technical assistance across multiple time zones. This full-time role is based on-site in Bengaluru, India, with remote-friendly aspects, and suits an experienced technical leader with a background in scaling global support teams.
The ideal candidate brings deep experience managing technical support functions through a manager-of-managers structure, expertise with enterprise software-as-a-service delivery, and familiarity with AI-assisted support tooling. You will collaborate closely with regional managers, product teams, and executives to drive support strategy, manage performance against key metrics, and guide the team in utilizing artificial intelligence toolchains. GitLab offers a collaborative culture that emphasizes continuous knowledge exchange and supports employees with structured benefits.
Responsibilities
- Design and build the organizational structure for the Bengaluru support hub, encompassing specialist and management roles, customer segmentation, and shift coverage models
- Establish management infrastructure, operating rhythms, escalation frameworks, and quality standards to support sustainable headcount growth
- Partner with Talent Acquisition on hiring, retention, role profiles, interview panels, career paths, and internal mobility
- Mentor managers and support engineers, establish clear performance benchmarks, offer constructive feedback, and build pathways into global leadership roles
- Oversee performance metrics including service-level targets, customer satisfaction, ticket quality, and resolution indicators
- Deploy local escalation protocols, Request for Help integration, and shift handoff procedures across multiple global hubs
- Guide the hub in adopting GitLab artificial intelligence toolchains and collaborate with Support Operations on process automation
- Partner with regional managers, Product, Engineering, and executive leadership on global strategy, customer insights, and operating plans
Requirements
- Experience managing technical support engineering or a related customer-facing technical function through a manager-of-managers structure
- Demonstrated track record of building or scaling a support organization, including design, hiring infrastructure, and onboarding
- Experience establishing a global delivery hub or support center and coordinating service delivery across time zones
- Deep knowledge of supporting enterprise software as a service, service-level obligations, tiered support, and escalation frameworks
- Experience working in a distributed environment combining 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
- Ability to retain and develop technical personnel in a competitive market
Qualifications
- Knowledge of DevSecOps platforms, continuous integration and delivery tooling, Kubernetes, or cloud-native infrastructure
- Experience utilizing support platforms such as Zendesk, Salesforce, Decagon, or equivalent tools
- Prior experience using GitLab as a user, administrator, or customer
Core Skills
Benefits
- Flexible Paid Time Off
- Team Member Resource Groups
- Equity Compensation and Employee Stock Purchase Plan
- Growth and Development Fund
- Parental Leave
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is this job located?
This role is based in Bengaluru, India, and is described as a remote-friendly position tied to the Bengaluru Center of Support.
What is the employment type?
This is a full-time position.
What salary is offered for this role?
The salary is not stated in the job posting.
What experience is required for applicants?
Applicants must have experience managing technical support engineering through a manager-of-managers structure, a record of scaling support organizations, experience establishing global delivery hubs, and deep knowledge of supporting enterprise SaaS.
Sample Interview Questions
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