Director, Support

Build and manage GitLab's India-based regional support hub.

• •As Director, Support Engineering for GitLab's Bengaluru Center of Support, you will build and manage the India-based regional support hub as a strategic peer to existing hubs.
• •You will own the hub's organizational design, headcount growth, management infrastructure, and operating standards.
• •Key Responsibilities Design and build the Bengaluru hub's organizational structure, including specialist and management roles, customer and product segmentation, and shift coverage models.
• •Establish the management infrastructure, operating rhythms, escalation frameworks, and quality standards needed to support sustainable headcount growth.
• •Manage hiring and retention in partnership with Talent Acquisition, including role profiles, interview panels, offer selections, career paths, and team culture.
• •Develop managers and support engineers, set clear performance expectations, provide transparent feedback, and create pathways into global Support Engineering management roles.
• •Own performance against service-level targets, customer satisfaction, ticket quality, resolution metrics, and transparent reporting against global key performance indicators.
• •Requirements Experience managing technical support engineering or a closely related customer-facing technical function, including through a manager-of-managers structure.
• •A record of 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.