Director, Support – EMEA
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Job Description
Director of Support Engineering managing distributed team for enterprise customers in EMEA. Driving performance, customer satisfaction, and team culture across multiple countries.
Responsibilities:
- 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
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