Director, Support (Bengaluru) · Bengaluru

Director, Support (Bengaluru) is a customer-facing opportunity based in Bengaluru, India.

GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation.

Key Responsibilities

• GitLab is the intelligent orchestration platform for DevSecOps
• GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation
• More than 50 million registered users and more than 50% of the Fortune 100* trust GitLab to ship better, more secure software faster
• Handle incoming issues for Director, Support (Bengaluru) workflows with urgency, structure, and a clear customer-first mindset.
• Diagnose problems methodically and resolve incidents with minimal repeat effort.
• Coordinate with engineering, product, operations, or client teams when escalations require deeper investigation.
• Maintain accurate records of issues, workarounds, and permanent fixes in shared systems.
• Identify recurring failure patterns and propose practical improvements to reduce support volume.
• Communicate status updates clearly so customers and internal stakeholders understand progress and next steps.
• Validate resolutions carefully before closure to protect quality and trust.
• Contribute to help content, knowledge bases, and internal playbooks that improve team responsiveness.
• Spot edge cases, process gaps, or product issues and escalate them with useful context.

Preferred Qualifications

• Bachelor's degree or equivalent practical experience in a related field.
• Strong troubleshooting ability and a calm, structured approach to issue resolution.
• Excellent written and verbal communication with a customer-first mindset.
• Ability to prioritize effectively and maintain quality while handling multiple issues.
• Comfort working with internal teams to resolve escalations and close knowledge gaps.
• Strong documentation habits and attention to recurring problem patterns.

Applications should be submitted through the listed apply link.