Director, Customer Support Systems

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 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. This includes improving case routing, strengthening self-service experiences, and connecting support data with platforms such as Gainsight and Salesforce so teams have a clearer view of customer health and operational performance. You will also guide a distributed team of engineers and architects as they move the support technology stack from reactive maintenance to more 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. What you'll do 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 that aligns with business goals and is measured through retention, expansion, and customer experience outcomes. Take operational ownership of the global Zendesk environment, ensuring high availability, strong case routing, and effective integration with customer relationship management and internal engineering workflows. Partner directly with post-sales leaders to improve support technology, moving from a reactive ticket management approach to a more proactive model focused on self-service, case deflection, and faster resolution. Design scalable processes across the customer lifecycle, including onboarding, customer health, case management, renewals, and related post-sales workflows. Drive the adoption of artificial intelligence and automation capabilities to improve efficiency, triage, routing, operational productivity, and risk identification. Work with Data and Business Intelligence teams to improve data integrit