Director, Support (EMEA)
hace 3 días
Madrid
ph3An overview of this role /h3pAs Director, Support Engineering for EMEA, you will manage 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. /ph3What you’ll do /h3ulliManage 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. /liliOversee managers and senior contributors across EMEA time zones, setting clear expectations and supporting consistent performance. /liliPartner with the EMEA People Business Partner on employment considerations across jurisdictions, including Works Council engagement where applicable. /liliOwn regional service‑level target performance, customer satisfaction, ticket quality, resolution outcomes, escalation workflows, and reporting against global key performance indicators. /liliImprove shift handoffs and Request for Help coordination with Product Engineering and Support Engineering hubs in the Americas, Asia‑Pacific, and Bengaluru. /liliOversee 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. /liliRepresent 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. /liliShape 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. /li /ulh3What you’ll bring /h3ulliProgressive experience in technical support engineering or a related customer‑facing technical discipline. /liliExperience managing managers, senior contributors, and distributed teams through a manager‑of‑managers structure. /liliExperience managing multi‑country teams in EMEA, with knowledge of employment considerations, cultural differences, and communication across time zones. /liliA track record of owning service delivery, including service‑level target outcomes, escalations, and operational performance in a globally distributed environment. /liliExperience with or interest in AI‑assisted support delivery, with the ability to guide adoption and improve workflows. /liliClear written and verbal communication skills, including the ability to work with executives and team members synchronously and asynchronously. /liliProficiency with support platforms such as Zendesk, Salesforce, Decagon, or equivalent tools. /liliKnowledge of DevSecOps, continuous integration and continuous delivery, Kubernetes, cloud‑native infrastructure, or GitLab gained through customer‑facing work, platform use, administration, or support operations. /li /ulh3About the team /h3pThe GitLab Support Engineering team is distributed across the Americas, EMEA, and Asia‑Pacific. The EMEA region represents some of our deepest and most complex enterprise customer relationships. Support Engineers and Managers work on tickets, dig into code and logs to find root causes, and collaborate across time zones through deliberate asynchronous habits. /ph3Benefits to support your health, finances, and well‑being /h3ulliFlexible Paid Time Off /liliTeam Member Resource Groups /liliEquity Compensation – Employee Stock Purchase Plan /liliGrowth and Development Fund /liliParental Leave /li /ulh3Equal Opportunity /h3pGitLab is proud to be an equal‑opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. If you have a disability or special need that requires accommodation, please let us know during the recruiting process. /p /p #J-18808-Ljbffr