Director, Support (Bengaluru) at GitLab (Bengaluru)

GitLab

5 days ago

Director, Support (Bengaluru)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Build and lead GitLab’s Bengaluru Center of Support as an India-based regional hub, partnering with Americas and EMEA support teams to deliver enterprise-grade technical support across Asia-Pacific and EMEA time zones. Own the hub’s organizational design, headcount growth, operating standards, and service-level performance. Hire, develop, and retain managers and support engineers, implement escalation and shift handoff workflows, and guide the hub’s use of AI-assisted support tooling and automation.

Location: Bengaluru

Workplace: Remote

Employment Type: Full time

Job Function: Executive & General Management

Seniority: Director level

Key Responsibilities

•Design and build the Bengaluru hub’s organizational structure, including specialist and management roles, customer/product segmentation, and shift coverage models.
•Establish management infrastructure, operating rhythms, escalation frameworks, and quality standards to support sustainable headcount growth.
•Manage hiring and retention with Talent Acquisition, including role profiles, interview panels, offer selections, career paths, internal mobility, recognition, and team culture.
•Own service-level performance, including customer satisfaction, ticket quality, resolution metrics, and reporting against global KPIs.
•Implement local escalation workflows, Request for Help integration, and shift handoff protocols across support hubs while guiding the hub’s use of GitLab’s AI toolchain.

Pay and Benefits

Equity and Bonus:Equity

Perks:Paid LeaveEquity CompensationLearning BudgetParental Leave

Key Requirements

•Experience managing technical support engineering or a closely related customer-facing technical function, including through a manager-of-managers structure.
•A proven track record 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 supporting enterprise software as a service, including service-level obligations, tiered support models, escalation frameworks, and operational metrics.
•Familiarity with AI-assisted support tooling and experience introducing new tools or automation at scale.

Experience:Enterprise SaaSDevSecOps

Skills:LeadershipCommunicationWritten communicationVerbal communication

Languages:English

Tech Stack:DevSecOpsContinuous integrationContinuous deliveryKubernetesCloud-native infrastructureZendeskSalesforceDecagonGitLabAI

Company Brief

GitLab

Provides a single application for the complete DevSecOps lifecycle, offering source code management, CI/CD, security, and collaboration tools to help teams deliver software faster and more securely.

Industry: Developer Tools

Company Size: Enterprise (1,001+ employees)

Revenue: USD 250M to 500M

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2011

Website LinkedIn

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GitLab

5 days ago

Director, Support (Bengaluru)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Location: Bengaluru

Workplace: Remote

Employment Type: Full time

Job Function: Executive & General Management

Seniority: Director level

Key Responsibilities

•Design and build the Bengaluru hub’s organizational structure, including specialist and management roles, customer/product segmentation, and shift coverage models.
•Establish management infrastructure, operating rhythms, escalation frameworks, and quality standards to support sustainable headcount growth.
•Manage hiring and retention with Talent Acquisition, including role profiles, interview panels, offer selections, career paths, internal mobility, recognition, and team culture.
•Own service-level performance, including customer satisfaction, ticket quality, resolution metrics, and reporting against global KPIs.
•Implement local escalation workflows, Request for Help integration, and shift handoff protocols across support hubs while guiding the hub’s use of GitLab’s AI toolchain.

Pay and Benefits

Equity and Bonus:Equity

Perks:Paid LeaveEquity CompensationLearning BudgetParental Leave

Key Requirements

•Experience managing technical support engineering or a closely related customer-facing technical function, including through a manager-of-managers structure.
•A proven track record 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 supporting enterprise software as a service, including service-level obligations, tiered support models, escalation frameworks, and operational metrics.
•Familiarity with AI-assisted support tooling and experience introducing new tools or automation at scale.

Experience:Enterprise SaaSDevSecOps

Skills:LeadershipCommunicationWritten communicationVerbal communication

Languages:English

Tech Stack:DevSecOpsContinuous integrationContinuous deliveryKubernetesCloud-native infrastructureZendeskSalesforceDecagonGitLabAI

Company Brief

GitLab

Provides a single application for the complete DevSecOps lifecycle, offering source code management, CI/CD, security, and collaboration tools to help teams deliver software faster and more securely.

Industry: Developer Tools

Company Size: Enterprise (1,001+ employees)

Revenue: USD 250M to 500M

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2011

Website LinkedIn