Director, Support (Bengaluru)

About the role

The GitLab Support Engineering team is distributed across the Americas, Europe, Middle East, and Africa, and Asia-Pacific. We also examine code and logs to find root causes. We solve complex problems collectively, participate in pairing sessions and one-on-ones, and stay in communication across time zones through deliberate asynchronous work habits.

What you'll do

• 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, internal mobility
• Develop managers and support engineers, set clear performance expectations, provide transparent feedback
• Own performance against service-level targets, customer satisfaction, ticket quality, resolution metrics

What you need

• Onboarding
• Git
• Kubernetes
• Zendesk
• Salesforce
• Recruitment
• Any graduate