GitLab is the intelligent orchestration platform for DevSecOps
More than 50 million registered users and more than 50% of the Fortune 100 trust GitLab
Responsibilities
Design and build the Bengaluru hub's organizational structure, including specialist and management roles, segmentation, and shift coverage models
Establish management infrastructure, operating rhythms, escalation frameworks, and quality standards
Manage hiring and retention with Talent Acquisition, including role profiles, interview panels, career paths, and team culture
Develop managers and support engineers, set performance expectations, provide feedback, create pathways into global management roles
Own performance against service-level targets, customer satisfaction, ticket quality, resolution metrics, and global KPIs
Implement local escalation workflows, Request for Help integration, and shift handoff protocols across APAC, EMEA, and Americas hubs
Guide the hub's use of GitLab's AI toolchain and partner with Support Operations and Strategy on tooling, analytics, and process automation
Work with regional Support Engineering managers, Product, Engineering, and the VP of Support Engineering on global strategy
Requirements
Experience managing technical support engineering or a closely related customer-facing technical function, including manager-of-managers
Record of building or significantly scaling a support organization
Experience establishing a global delivery hub or Center of Support across regions and time zones
Deep knowledge of supporting enterprise SaaS, SLAs, tiered support models, escalation frameworks, operational metrics
Experience in a distributed environment combining asynchronous and synchronous collaboration
Familiarity with AI-assisted support tooling and introducing new tools or automation at scale
Ability to retain and develop technical team members
Knowledge of DevSecOps platforms, CI/CD tooling, Kubernetes, or cloud-native infrastructure; experience with Zendesk, Salesforce, Decagon or equivalent
Conditions
Remote-friendly role based in Bengaluru, India
Flexible Paid Time Off, Team Member Resource Groups
Equity Compensation & Employee Stock Purchase Plan