Director, Support – EMEA

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GitLab

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2014

🤖 Artificial Intelligence

🏢 Enterprise

☁️ SaaS

💰 Secondary Market on 2020-11

Artificial Intelligence • Enterprise • SaaS

GitLab is the most comprehensive AI-powered DevSecOps platform, offering tools for automated software delivery, security, and compliance throughout the software development lifecycle. It provides solutions across areas such as AI-assisted development, continuous integration/continuous deployment (CI/CD), source code management, and vulnerability management. GitLab aims to simplify and accelerate software delivery by uniting development, security, and operations on a unified platform. It is particularly recognized for its AI code assistants and has been named a leader in the Gartner Magic Quadrant™ for DevOps Platforms, making it a preferred choice for many enterprises.

📋 Description

• Manage the full people agenda for the EMEA Support Engineering team, 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. • Partner with the EMEA People Business Partner on employment considerations across jurisdictions, including Works Council engagement where applicable. • Own regional service-level target performance, customer satisfaction, ticket quality, resolution outcomes, escalation workflows, and reporting against global key performance indicators. • Improve shift handoffs and Request for Help coordination with Product Engineering and Support Engineering hubs in the Americas, Asia-Pacific, and Bengaluru. • Oversee EMEA's adoption and ongoing improvement of GitLab's AI toolchain, working with Support Operations and Strategy on tooling, data insights, capacity planning, and staffing management. • Represent the needs of EMEA customers inside GitLab by identifying field patterns, escalating systemic product issues, influencing the product roadmap, and joining customer or partner conversations that require executive support. • Shape global Support Engineering strategy with peer managers, including geographic coverage, quality standards, knowledge exchange, the operating model, annual planning, headcount modeling, and the regional roadmap.

🎯 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, with knowledge of employment considerations, cultural differences, and communication across time zones. • A track record of owning service delivery, including service-level target outcomes, escalations, and operational performance in a globally distributed environment. • Experience with or interest in AI-assisted support delivery, with the ability to guide adoption and improve workflows. • Clear written and verbal communication skills, including the ability to work with executives and work with others synchronously and asynchronously. • Proficiency with support platforms such as Zendesk, Salesforce, Decagon, or equivalent tools. • Knowledge of DevSecOps, continuous integration and continuous delivery, Kubernetes, cloud-native infrastructure, or GitLab gained through customer-facing work, platform use, administration, or support operations.

🏖️ Benefits

• Benefits to support your health, finances, and well-being • Flexible Paid Time Off • Team Member Resource Groups • Equity Compensation & Employee Stock Purchase Plan • Growth and Development Fund • Parental Leave