Director, Support (EMEA) at GitLab (United Kingdom)

GitLab

1 week ago

Director, Support (EMEA)

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Lead EMEA Support Engineering for enterprise customers across Europe, the Middle East, and Africa. Manage a distributed, multi-country team and a manager-of-managers structure, owning people strategy, operational delivery, and customer support outcomes. Drive service-level targets, customer satisfaction, ticket quality, escalations, and reporting against global KPIs. Improve shift handoffs and Request for Help coordination, oversee GitLab’s AI toolchain adoption, and represent EMEA customer needs to influence roadmap and strategy.

Location: United Kingdom

Workplace: Remote

Employment Type: Full time

Job Function: Executive & General Management

Seniority: Director level

Key Responsibilities

•Manage the full people agenda for EMEA Support Engineering, including performance, career development, succession planning, retention, internal mobility, and team culture across multiple countries.
•Manage managers and senior contributors across EMEA time zones, setting clear expectations and supporting consistent performance.
•Own regional service-level target performance, customer satisfaction, ticket quality, resolution outcomes, escalation workflows, and reporting against global KPIs.
•Improve shift handoffs and Request for Help coordination with Product Engineering and Support Engineering hubs across Americas, Asia-Pacific, and Bengaluru.
•Oversee EMEA’s adoption and continuous improvement of GitLab’s AI toolchain, including tooling, data insights, capacity planning, and staffing management.

Pay and Benefits

Perks:Paid LeaveEquityLearning BudgetParental Leave

Key Requirements

•Progressive experience in technical support engineering or a related customer-facing technical discipline.
•Experience managing managers, senior contributors, and distributed teams through a manager-of-managers structure.
•Experience managing multi-country teams in EMEA, including employment considerations, cultural differences, and communication across time zones.
•A track record owning service delivery outcomes, including service-level targets, escalations, and operational performance.
•Proficiency with support platforms such as Zendesk, Salesforce, Decagon, or equivalent tools.

Skills:LeadershipCommunicationExecutive collaborationCross-time-zone coordination

Languages:English

Tech Stack:ZendeskSalesforceDecagonKubernetesCI/CD

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

1 week ago

Director, Support (EMEA)

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Location: United Kingdom

Workplace: Remote

Employment Type: Full time

Job Function: Executive & General Management

Seniority: Director level

Key Responsibilities

•Manage the full people agenda for EMEA Support Engineering, including performance, career development, succession planning, retention, internal mobility, and team culture across multiple countries.
•Manage managers and senior contributors across EMEA time zones, setting clear expectations and supporting consistent performance.
•Own regional service-level target performance, customer satisfaction, ticket quality, resolution outcomes, escalation workflows, and reporting against global KPIs.
•Improve shift handoffs and Request for Help coordination with Product Engineering and Support Engineering hubs across Americas, Asia-Pacific, and Bengaluru.
•Oversee EMEA’s adoption and continuous improvement of GitLab’s AI toolchain, including tooling, data insights, capacity planning, and staffing management.

Pay and Benefits

Perks:Paid LeaveEquityLearning BudgetParental Leave

Key Requirements

•Progressive experience in technical support engineering or a related customer-facing technical discipline.
•Experience managing managers, senior contributors, and distributed teams through a manager-of-managers structure.
•Experience managing multi-country teams in EMEA, including employment considerations, cultural differences, and communication across time zones.
•A track record owning service delivery outcomes, including service-level targets, escalations, and operational performance.
•Proficiency with support platforms such as Zendesk, Salesforce, Decagon, or equivalent tools.

Skills:LeadershipCommunicationExecutive collaborationCross-time-zone coordination

Languages:English

Tech Stack:ZendeskSalesforceDecagonKubernetesCI/CD

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