[Hiring] Director, Customer Support Systems @GitLab

Role Description

As the Director, Customer Support Systems, you will lead the technology strategy that supports GitLab's global post-sales organization. In this role, you will take ownership of the systems that power Customer Success, Support, and Community workflows, with a strong focus on the Zendesk platform and the broader support technology ecosystem.

Reporting to the Vice President of Business Systems, you will help shape a reliable, scalable foundation for how GitLab serves customers after the sale. You will work closely with leaders across Customer Support, Customer Success, and Community to design a more connected post-sales systems landscape.

• Improve case routing
• Strengthen self-service experiences
• Connect support data with platforms such as Gainsight and Salesforce
• Guide a distributed team of engineers and architects
• Move the support technology stack from reactive maintenance to proactive, data-informed improvement

In your first year, you will help define a clear roadmap for post-sales systems, improve platform governance, and support stable release practices for systems that serve always-on support operations.

This is a high-impact opportunity to improve how GitLab teams work together across the customer lifecycle and to build systems that support retention, expansion, and a better customer experience.

Qualifications

• Significant experience in Enterprise Applications or Business Systems
• Strong leadership experience in a high-growth business-to-business software environment
• Strong knowledge of post-sales business processes
• Proven experience owning or leading major customer-facing platforms such as Zendesk, Service Cloud, or Gainsight
• Experience designing integrations between customer success tools and core business platforms
• Ability to work effectively across technical and business teams
• Strong analytical skills and comfort working with data models
• Demonstrated success leading and developing globally distributed teams
• Bachelor's degree in Computer Science, Information Technology, Engineering, or equivalent practical experience

Requirements

• Lead the strategy, architecture, and execution for the technology ecosystem that supports GitLab's global Customer Success, Support, and Community functions
• Define and deliver a multi-year roadmap for post-sales systems
• Take operational ownership of the global Zendesk environment
• Partner directly with post-sales leaders to improve support technology
• Design scalable processes across the customer lifecycle
• Drive the adoption of artificial intelligence and automation capabilities
• Work with Data and Business Intelligence teams to improve data integrity
• Mentor and grow a distributed team of business systems professionals

Benefits

• Flexible Paid Time Off
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and Development Fund
• Parental Leave
• Home Office Support