Director, Technical Support Engineering

We are a global team of innovators and pioneers dedicated to shaping the future of observability. At New Relic, we build an intelligent platform that empowers companies to thrive in an AI-first world by giving them unparalleled insight into their complex systems. As we continue to expand our global footprint, we're looking for passionate people to join our mission. If you're ready to help the world's best companies optimize their digital applications, we invite you to explore a career with us! Your opportunity We are looking for an experienced Support Manager to lead a connected and deeply technical team dedicated to delivering an easy-going, memorable customer experience. Working under the APJ Director of Global Support Engineering, this person will have full accountability for the results of their Support Engineering team, with high-level coordination and recommendations to other customer experience partners including the overall Global Technical Services team, Engineering, Product and Go To Market (GTM). The team's main purpose is to ensure our customers love New Relic software. The Manager of Global Support Engineering needs a track record of successful support operations management in a fast-growth environment. What you'll do * Manage day-to-day operations of a highly skilled and connected team of support engineers, ensuring the structure and operations of Support Engineering teams meet current and future business needs * Coach and mentor your team, facilitating the pursuit and expansion of individual and team potential. Provide deliberate development, ensuring everyone has the opportunity to do their best work * Support change and drive outcomes aligned with global business objectives. Provide support and direction vital for business success, employee satisfaction, and premier customer experience * Lead projects, programs, and/or initiatives, innovating and iterating to successful outcomes that propel the company forward * Work collaboratively with Support Managers, collectively accountable for global service level objectives, and engaging problems as a team * Participate in an on-call rotation * Serve as a point of contact for customer issues and escalations, ensuring the appropriate resources are engaged for timely action and proper traction This role requires * Have 5+ years experience successfully leading people and teams, and running operations for highly responsive software support * Can articulate the importance of customer experience and can bring others along on the journey for increasingly positive results, bridging the gap between business needs and technical details * Demonstrable communication, personnel management, and coaching skills * Have the ability to gather, analyze and interpret data, paired with a passion to identify, define, and resolve problems * Have a dedication to supporting the growth and success of the team and peers – we measure managers by their contributions to the success of others and building positive culture * Familiarity with business systems, especially customer support applications (Salesforce, ServiceCloud, Google Workspace, Tableau, etc.) Bonus points if you have * Prior leadership experience in a high tech, fast-growth, SaaS corporate environment with a broad knowledge of technical support functions and operations * Experience collaborating with multi-functional teams * Knowledge of software industry trends, specifically in Application Performance Management   Fostering a diverse, welcoming and inclusive environment is important to us. We work hard to make everyone feel comfortable bringing their best, most authentic selves to work every day. We celebrate our talented Relics’ different backgrounds and abilities, and recognize the different paths they took to reach us – including nontraditional ones. Their experiences and perspectives inspire us to make our products and company the best they can be. We’re looking for people who feel connected to our mission and values, not just candidates who check off all the boxes.  If you require a reasonable accommodation to complete any part of the application or recruiting process, please reach out to resume@newrelic.com [resume@newrelic.com]. We believe in empowering all Relics to achieve professional and business success through a flexible workforce model. This model allows us to work in a variety of workplaces that best support our success, including fully office-based, fully remote, or hybrid. Our hiring process In compliance with applicable law, all persons hired will be required to verify identity and eligibility to work and to complete employment eligibility verification. Note: Our stewardship of the data of thousands of customers means that a criminal background check is required to join New Relic. We will consider qualified applicants with arrest and conviction records based on individual circumstances and in accordance with applicable law including, but not limited to, the San Francisco Fair Chance Ordinance [https://sfgov.org/olse/sites/default/files/FCO%20poster2020.pdf]. Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. New Relic does not accept unsolicited headhunter and agency resumes, and will not pay fees to any third-party agency or company that does not have a signed agreement with New Relic. New Relic develops and distributes encryption software and technology that complies with U.S. export controls and licensing requirements. Certain New Relic roles require candidates to pass an export compliance assessment as a condition of employment in any global location. If relevant, we will provide more information later in the application process. Candidates are evaluated based on qualifications, regardless of race, religion, ethnicity, national origin, sex, sexual orientation, gender expression or identity, age, disability, neurodiversity, veteran or marital status, political viewpoint, or other legally protected characteristics.  Review our Applicant Privacy Notice at https://newrelic.com/termsandconditions/applicant-privacy-policy [https://newrelic.com/termsandconditions/applicant-privacy-policy]

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. The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software. *Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on GitLab data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab. AN OVERVIEW OF 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. You'll bring deep experience managing multi-country teams, operating across time zones, and shaping enterprise technical support in an AI-first environment. As a member of the global Support Engineering management group, you'll work with peer managers across the Americas and Asia-Pacific to improve service delivery, regional coordination, and GitLab's global support strategy. WHAT YOU’LL DO * 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. * Oversee 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. * Represent 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. * Shape 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. WHAT YOU’LL BRING * 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. * Clear written and verbal communication skills, including the ability to work with executives and work with others synchronously and asynchronously. * Proficiency with support platforms such as Zendesk, Salesforce, Decagon, or equivalent tools. * Knowledge of DevSecOps, continuous integration and continuous delivery, Kubernetes, cloud-native infrastructure, or GitLab gained through customer-facing work, platform use, administration, or support operations. ABOUT THE TEAM The 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 and help GitLab's customers, and they also dig into code and logs to find root causes. Collaboration here is extraordinary. We solve complex problems jointly, participate in pairing sessions and one-to-one meetings, and stay in contact across time zones through deliberate asynchronous habits. HOW GITLAB SUPPORTS FULL-TIME EMPLOYEES * Benefits to support your health, finances, and well-being * Flexible Paid Time Off  * Team Member Resource Groups * Equity Compensation & Employee Stock Purchase Plan * Growth and Development Fund * Parental Leave  Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application. ---------------------------------------------------------------------------------------------------------------------------------- Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.   Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us. GitLab 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. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.