Director, Support – EMEA

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Oversee the comprehensive people agenda for the EMEA Support Engineering team, encompassing performance management, career progression, succession planning, retention strategies, internal mobility, and team culture across various countries.

• Supervise managers and senior contributors throughout EMEA time zones, establishing clear expectations and fostering consistent performance.

• Collaborate with the EMEA People Business Partner on employment matters across different jurisdictions, including engagement with Works Councils where necessary.

• Take ownership of regional service-level target performance, customer satisfaction, ticket quality, resolution outcomes, escalation processes, and reporting against global key performance indicators.

• Enhance shift transitions and Request for Help coordination with Product Engineering and Support Engineering hubs located in the Americas, Asia-Pacific, and Bengaluru.

• Direct EMEA's implementation and continuous enhancement of GitLab's AI toolchain, partnering with Support Operations and Strategy on tools, data insights, capacity planning, and staffing management.

• Advocate for the needs of EMEA customers within GitLab by recognizing field trends, escalating systemic product challenges, influencing the product roadmap, and participating in customer or partner discussions requiring executive involvement.

• Contribute to shaping the global Support Engineering strategy alongside peer managers, including aspects like geographic coverage, quality benchmarks, knowledge sharing, the operational model, annual planning, headcount modeling, and the regional roadmap.

⛳️ Requirements

• Demonstrated experience in technical support engineering or a similar customer-facing technical role.

• Proven experience managing managers, senior contributors, and remote teams within a manager-of-managers framework.

• Experience overseeing multi-country teams in EMEA, possessing knowledge of employment considerations, cultural variances, and communication practices across time zones.

• A successful history of managing service delivery, including achieving service-level target results, handling escalations, and ensuring operational performance in a globally distributed context.

• Familiarity with or interest in AI-assisted support delivery, with the capability to steer adoption and enhance workflows.

• Strong written and verbal communication skills, essential for engaging with executives and collaborating with others both synchronously and asynchronously.

• Proficient in support platforms such as Zendesk, Salesforce, Decagon, or similar tools.

• Understanding of DevSecOps, continuous integration and delivery, Kubernetes, cloud-native infrastructure, or GitLab through customer-facing experience, platform usage, 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