Opportunity overview
What you should know
We checked this opportunity from GitLab. It is listed as United Kingdom.
The work location is Remote in the United Kingdom only. Employer-stated compensation: Salary not included in the job posting..
Job description
About this role
As Director, Support Engineering for EMEA, you'll manage an experienced, distributed team serving enterprise customers across Europe, the Middle East, and Africa. Reporting to the Vice President of Support Engineering, you'll own the region's people strategy, operational delivery, and customer support outcomes while building a healthy team that delivers a strong customer experience.
Responsibilities
- - 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.
- - Manage managers and senior contributors across EMEA time zones, setting clear expectations and supporting consistent performance.
- - Partner with the EMEA People Business Partner on employment considerations across jurisdictions, including Works Council engagement where applicable.
- - Own regional service-level target performance, customer satisfaction, ticket quality, resolution outcomes, escalation workflows, and reporting against global key performance indicators.
- - Improve shift handoffs and Request for Help coordination with Product Engineering and Support Engineering hubs in the Americas, Asia-Pacific, and Bengaluru.
Qualifications and requirements
- - 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.
The description, responsibilities and qualifications used for this page and its JobPosting data appear above. Use the application action in the Job snapshot to confirm any later changes before applying.
Why you may be eligible
The source lists United Kingdom as the eligible location. Confirm that you meet any work-authorization, time-zone and experience requirements.
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How this listing was checked
- Source status
- Applicant-tracking source confirmed
- Employer or source
- GitLab
- Source checked
- September 8, 2026
- Application destination
- Employer or official applicant-tracking website
- Work setup and location
- Remote · Remote in the United Kingdom only
- Who can apply
- United Kingdom · Partially confirmed — review details
- Pay
- Not stated by employer
- Deadline
- Not stated by employer
We check the source and visible requirements, but the employer controls changes and the final hiring decision. Confirm the latest requirements before applying.