Director, Support (EMEA)

ABOUT THE ROLE As Director, Support for EMEA, you will lead an experienced, distributed team serving enterprise customers across Europe, the Middle East, and Africa. Reporting to the Vice President of Support Engineering, you will own the region's people strategy, operational delivery, and customer support outcomes while building a healthy team that delivers a strong customer experience. WHAT YOU'LL DO As a key member of the global Support Engineering management group, you will 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. You will also manage managers and senior contributors across EMEA time zones, setting clear expectations and supporting consistent performance. Key responsibilities include: - Managing regional service-level target performance, customer satisfaction, ticket quality, resolution outcomes, escalation workflows, and reporting against global key performance indicators - Improving shift handoffs and Request for Help coordination with Product Engineering and Support Engineering hubs in the Americas, Asia-Pacific, and Bengaluru - Overseeing 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 - Representing 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 - Shaping 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 WHAT YOU'LL NEED To succeed in this role, you will bring: - 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 WHY REMOTE As a remote employee, you will have the flexibility to work from anywhere and be part of a distributed team that is passionate about delivering exceptional customer support. You will have the opportunity to collaborate with colleagues across the globe, share knowledge, and contribute to the growth and success of GitLab. BENEFITS - Comprehensive health plan - Parental leave - Education stipend - Life insurance - Equipment stipend - Flexible schedule - Opportunities for career growth and professional development - Collaborative and dynamic work environment - Access to cutting-edge technology and tools - Opportunities to work