The opportunity
The GitLab Support Engineering team is distributed across the Americas, Europe, Middle East, and Africa, and Asia-Pacific. Support engineers and managers work on tickets and help GitLab's customers.
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, recognition, and team culture.
Develop managers and support engineers, set clear performance expectations,: provide transparent feedback, and create pathways into global Support Engineering management roles.
Own performance against service-level targets, customer satisfaction, ticket: quality, resolution metrics, and transparent reporting against global key performance indicators.
Implement local escalation workflows, Request for Help integration, and shift: handoff protocols across the Asia-Pacific, Europe, Middle East, and Africa, and Americas support hubs.
What they're looking for
- Guide the hub's use of GitLab's artificial intelligence toolchain and partner: with Support Operations and Strategy on tooling, analytics, and process automation.
- Work with regional Support Engineering managers, Product, Engineering, and: the Vice President of Support Engineering on global strategy, customer insights, operating plans, headcount models, and the Support Engineering roadmap.
