Full-Time
Director – Support
Updated on 9/3/2026
GitLab
1,001-5,000 employees
Unified DevOps platform for CI/CD
No salary listed
Bengaluru, Karnataka, India
Remote
Remote role based in Bengaluru; must be eligible to work in India.
 Engineering Management (1) |
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- Experience managing technical support engineering or a closely related customer-facing technical function, including through a manager-of-managers structure.
- A record of building or significantly scaling a support organization, including organizational design, hiring infrastructure, onboarding, and team culture.
- Experience establishing a global delivery hub or Center of Support and coordinating service delivery across regions and time zones.
- Deep knowledge of supporting enterprise software as a service, including managing service-level obligations, tiered support models, escalation frameworks, and operational metrics.
- Experience working in a distributed environment that combines asynchronous and synchronous collaboration, with clear written and verbal communication.
- Familiarity with AI-assisted support tooling and experience introducing new tools or automation at scale.
- Demonstrated ability to retain and develop technical team members in a dynamic hiring market.
- Knowledge of DevSecOps platforms, continuous integration and continuous delivery tooling, Kubernetes, or cloud-native infrastructure, along with experience using support platforms such as Zendesk, Salesforce, Decagon, or equivalent tools. Experience with GitLab as a user, administrator, or customer is helpful.
- Design and build the Bengaluru hub's organizational structure, including specialist and management roles, customer and product segmentation, and shift coverage models.
- Establish the management infrastructure, operating rhythms, escalation frameworks, and quality standards needed to support sustainable headcount growth.
- Manage hiring and retention in partnership with Talent Acquisition, including role profiles, interview panels, offer selections, career paths, internal mobility, recognition, and team culture.
- Develop managers and support engineers, set clear performance expectations, provide transparent feedback, and create pathways into global Support Engineering management roles.
- Own performance against service-level targets, customer satisfaction, ticket quality, resolution metrics, and transparent reporting against global key performance indicators.
- Implement local escalation workflows, Request for Help integration, and shift handoff protocols across the Asia-Pacific, Europe, Middle East, and Africa, and Americas support hubs.
- Guide the hub's use of GitLab's artificial intelligence toolchain and partner with Support Operations and Strategy on tooling, analytics, and process automation.
- Work with regional Support Engineering managers, Product, Engineering, and the Vice President of Support Engineering on global strategy, customer insights, operating plans, headcount models, and the Support Engineering roadmap.
GitLab provides a unified DevOps platform that brings together the tools needed for software development, including code hosting, collaboration, CI/CD, issue tracking, and security, all in one application. It works by offering a single subscription-based platform where teams can plan, write, test, review, and deploy code through automated pipelines, reducing the need to manage separate tools. This differs from many competitors that require using a collection of separate products; GitLab consolidates these capabilities into one integrated solution, helping teams work more efficiently. The company’s goal is to help organizations speed up software delivery and improve collaboration by simplifying the DevOps process and continuously updating the platform with new features and improvements.
Company Size
1,001-5,000
Company Stage
IPO
Headquarters
San Francisco, California
Founded
2014
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Simplify's Take
What believers are saying
- Q2 2026 revenue hit $286.3 million, up 21%, while net ARR grew 42%.
- GitLab Flex drove over 130 customers to commit more than $20 million in six weeks.
- September 2026 launched Secrets Manager and Dedicated Runners, expanding regulated-enterprise upsell paths.
What critics are saying
- June 2026 layoffs cut 14% of staff and exited 22 countries, signaling execution strain.
- Flex can shift up to $13 million of FY2027 revenue into later periods.
- Microsoft GitHub Copilot and Atlassian Rovo can absorb GitLab's workflow layer, compressing pricing power.
What makes GitLab unique
- GitLab's single application spans planning, code, security, deployment, and compliance.
- Open core and all-remote operations attract contributors and global talent without heavy infrastructure.
- Orbit and Duo embed agentic AI inside GitLab's context graph and Dedicated environments.
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Benefits
Spending Company Money
Equity Compensation
Life Insurance
Financial Wellness
Paid Time Off
Growth and Development Benefit
GitLab Contribute
Business Travel Accident Policy
Immigration
Employee Assistance Program
Incentives
All-Remote
Part-time contracts
Meal Train
Fertility & Family Planning
Parental Leave
Growth & Insights and Company News
6 month growth
↑ 1%1 year growth
↑ 0%2 year growth
↑ 0%GitLab reported Q2 revenue of $286.3 million, up 21% year over year, and raised its full-year outlook to $1.129 billion–$1.133 billion. Non-GAAP operating income reached $42.6 million, whilst net annual recurring revenue (ARR) growth accelerated 42%. First orders more than doubled to approximately 1,700, and deals worth at least $500,000 increased over 150%. Dollar-based net retention improved to 117%, marking the first sequential increase since 2024. More than 130 customers committed over $20 million to GitLab Flex within six weeks, helping paid consumption run rate exceed $40 million. The company increased account executive capacity by roughly 30% year over year, with productivity per representative improving about 10%.
GitLab has released version 19.3 and expanded its Duo Agent Platform, allowing enterprises to run agentic AI inside single-tenant environments whilst managing credentials across their software development lifecycle. The update enables regulated organisations to deploy AI and security workflows within strict audit boundaries through GitLab Dedicated environments. The move addresses compliance requirements for data-sensitive customers but introduces potential complexity and cost challenges as the company scales AI features. GitLab's investment case hinges on whether AI tools like Duo Agents can drive upgrades and usage amid intense competition and slowing customer growth. The company's narrative projects $1.5 billion revenue and $186.3 million earnings by 2029, requiring 15.3% yearly revenue growth.
GitLab has announced major updates to its agentic AI and enterprise security tools. The company introduced the GitLab Duo Agent Platform, designed for scalability, alongside a new Secrets Manager to centralize and protect credentials across software projects. The release includes automated vulnerability triage solutions aimed at streamlining security issue prioritization for regulated and data-sensitive enterprises. These features integrate into customers' existing workflows, targeting larger organizations requiring control, compliance, and scale. The updates align with GitLab's strategy of leveraging AI-driven platform features and integrated security to support upselling and recurring revenue. The US software company, valued at approximately $7.2 billion, serves customers across the US, Europe, and Asia Pacific with tools managing the software development lifecycle. Key indicators of success will include adoption rates among larger customers and revenue contribution from these new features.
GitLab's Chief Accounting Officer Simon Mundy sold 8,725 shares on 7 August 2026, according to a SEC Form 4 filing. The transaction was executed under a Rule 10b5-1 plan adopted more than 13 months prior, ensuring timing was determined by preset parameters rather than immediate market sentiment. Following the sale, Mundy maintains a direct stake of 105,332 shares, valued at $4.1 million as of 7 August 2026. GitLab maintains a market capitalisation of $6.9 billion, with trailing twelve-month revenue of $1.0 billion and a net income loss of $27.9 million. The San Francisco-based company develops a unified DevOps platform that enables organisations to manage software development through a single integrated application, generating revenue through subscription-based licensing.
GitLab shares have fallen 10.9% over the past six months, underperforming the S&P 500's 6.3% gain. The DevSecOps platform provider continues to show strong business fundamentals despite the stock decline. The company has demonstrated impressive growth, with revenue expanding at a 42.2% compound annual growth rate over the past five years. Its annual recurring revenue reached $1.00 billion in Q1, growing at an average of 24.9% year-on-year over the last four quarters. GitLab maintains an elite gross margin of 86.8%, one of the highest in the software sector. This reflects its asset-light business model and strong pricing power, allowing the company to invest heavily in product development and sales whilst maintaining profitability potential.