Director, Support (Bengaluru)
Core
Build and manage GitLab's India-based regional support hub as a strategic peer to other global hubs, delivering enterprise-grade technical support across Asia-Pacific, EMEA, and Americas time zones.
Role type
Director, Support Engineering (Manager of Managers)
Builds
Organizational structure, management infrastructure, operating standards, and a healthy team for a distributed support center.
Domain
Enterprise SaaS / DevSecOps / Technical Support Operations
Required skills
Organizational design, scaling support organizations, global delivery hub management, enterprise SaaS support, distributed team management, AI toolchain adoption, DevSecOps platforms, Kubernetes, cloud-native infrastructure, support platforms (Zendesk, Salesforce, Decagon)
Preferred skills
GitLab product experience, experience with AI-assisted support tooling
Responsibilities
Design organizational structure and shift coverage models; establish management infrastructure and quality standards; manage hiring, retention, and career paths; develop managers and engineers; own performance against SLAs and customer satisfaction metrics; implement escalation workflows and handoff protocols; guide AI toolchain usage; collaborate on global strategy and roadmap.
