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Director, Support (EMEA)

4 weeks, 1 day ago
United Kingdom
Full-time
Executive
Operations Manager
Customer and Technical Support
CI/CD DevSecOps GitLab Kubernetes Salesforce
Apply Now
GitLab

GitLab

GitLab: The comprehensive DevOps platform revolutionizing software development with automation, AI workflows, and essential tools for efficient collaboration.

Internet Software & Services
1K-5K
Founded 2014
View All Jobs 64

Description

  • Manage the full people agenda for the EMEA Support Engineering team, including performance, career development, succession planning, retention, internal mobility, and team culture.
  • Lead managers and senior contributors across multiple EMEA time zones while 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 performance, customer satisfaction, ticket quality, resolution outcomes, escalation workflows, and reporting against global KPIs.
  • Improve shift handoffs and Request for Help coordination with Product Engineering and Support Engineering hubs in the Americas, Asia-Pacific, and Bengaluru.
  • Oversee EMEA adoption and ongoing improvement of GitLab's AI toolchain, including tooling, data insights, capacity planning, and staffing management.
  • Represent EMEA customer needs inside GitLab by identifying field patterns, escalating systemic product issues, and influencing the product roadmap.
  • Join customer or partner conversations that require executive support.
  • Shape global Support Engineering strategy with peer managers across geographic coverage, quality standards, knowledge exchange, 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 collaborate 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 through customer-facing work, platform use, administration, or support operations.

Benefits

  • Flexible Paid Time Off.
  • Equity Compensation and an Employee Stock Purchase Plan.
  • Growth and Development Fund.
  • Parental leave.
  • Benefits to support health, finances, and well-being.
  • Team Member Resource Groups.
  • Remote work with roles generally available globally, subject to location-based eligibility requirements.

Interested in this position?

Apply directly on the company website

Apply Now

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