Director, Support (Bengaluru)

GitLab
Bengaluru
Workplace: RemoteFull timeFunction: Executive & General ManagementSkills: ["Leadership","Communication","Written communication","Verbal communication"]

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.

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FursaFursa
GitLab
GitLab
1 month ago

Director, Support (Bengaluru)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 18 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
WebsiteLinkedIn