Director, Support (EMEA)

About the Role

As the Director of Support Engineering for EMEA, you will lead a high-performing, distributed team to deliver exceptional technical support to our enterprise customers across Europe, the Middle East, and Africa. This is a strategic leadership role where you will shape regional operations, drive AI-assisted support initiatives, and collaborate globally to ensure our customers succeed with GitLab's DevSecOps platform.

Responsibilities

• Manage the full people agenda for the EMEA Support Engineering team, including performance management, career development, and fostering an inclusive team culture.
• Oversee regional service-level performance, customer satisfaction, and escalation workflows while reporting on global key performance indicators.
• Partner with People Business Partners on cross-jurisdictional employment considerations and regional organizational strategy.
• Drive the adoption of AI-powered toolchains to improve operational efficiency and support resolution outcomes.
• Represent EMEA customer needs to internal product and engineering teams to influence the global product roadmap.

Requirements

• Extensive experience in technical support leadership, specifically managing managers and distributed teams across multiple countries.
• Deep understanding of EMEA employment considerations, cultural nuances, and effective communication across diverse time zones.
• Proven track record of managing service delivery, escalations, and operational performance in a global enterprise environment.
• Proficiency with enterprise support platforms such as Zendesk, Salesforce, or similar ticketing and CRM systems.
• Strong knowledge of DevSecOps, CI/CD, Kubernetes, or cloud-native infrastructure.

Nice-to-Haves

• Experience working in an AI-first support environment with a focus on tooling and data-driven insights.
• Previous experience managing teams through periods of rapid growth or organizational change.
• Familiarity with Works Council engagement and complex regional labor regulations.