Director of Support, GitLab
EMEA
One DevOps platform
Be an early applicant
One DevOps platform
1001+ employees
Be an early applicant
1001+ employees
Company mission
To make it so that everyone can contribute. When everyone can contribute, users become contributors and we greatly increase the rate of innovation.
Role
Who you are
- 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
What the job involves
- As Director, Support Engineering for EMEA, you'll manage an experienced, distributed team serving enterprise customers across Europe, the Middle East, and Africa
- Reporting to the Vice President of Support Engineering, you'll own the region's people strategy, operational delivery, and customer support outcomes while building a healthy team that delivers a strong customer experience
- You'll bring deep experience managing multi-country teams, operating across time zones, and shaping enterprise technical support in an AI-first environment
- As a member of the global Support Engineering management group, you'll work with peer managers across the Americas and Asia-Pacific to improve service delivery, regional coordination, and GitLab's global support strategy
- 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
Our take
GitLab is an open-source collaboration platform for developers. It enables teams to build code quickly from anywhere without compromising on security or quality. GitLab already has an estimated 30M+ users from all over the world.
According to a 2021 GitLab report, 60% of developers can release code 2x faster with DevOps platforms that bring teams together and accelerate processes. It stands out by catering to programmers of all experiences. Gitlab's version control system helps streamline the process of creating, maintaining, and deploying code, whoever you are.
GitLab was in the right place to capitalise on the recent trend toward rapid digital transformation and remote working. This trend is expected to grow, and with it, GitLab's popularity. With its successful 2021 IPO and the patronage of major brands such as Nasdaq and Jaguar Land Rover, GitLab is expected to solidify its position as the go-to platform for development teams.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
15% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Sep 2019
$268m
SERIES E
Dec 2018
$20m
SERIES D
Total funding: $434.6m
Company benefits
- We offer benefits to manage your health, wealth, and well-being regardless of location
- Flexibility in schedule to be there for life’s important moments
- Equity compensation & Employee Stock Purchase Plan offered
- Generous Paid Time Off
Company HQ
Financial District, San Francisco, CA
Leadership
Sid Sijbrandij
(Co-Founder & Executive Chair)Studied Physics at the University of Twente. Interned at P&G and IBM. Was Lead Architect at the Netherlands' Ministry of Justice from 2009 to 2012. Founded app store Comcoaster in 2008, and then co-founded GitLab in 2012.
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