Support Career Framework: Intermediate Support Engineer

Intermediate Support Engineer

Intermediate Support Engineers at GitLab are expected to exhibit the following competencies:

Assumes goodwill, and is able to disagree and commit.
Capable of delivering work despite periodical distractions.
Constructively raises concerns.
Communicates in a clear, timely, and effective manner.
Capable of adapting their messaging to technical audience.
Understands organization structure and processes.
Demonstrates a personal growth mindset by initiating pairings, completing bootcamps and building product and troubleshooting knowledge.
Understands support KPIs and optimizes personal workflow towards team achievement.
Understands and adopts all documented support practices, processes and policies, and proposes appropriate changes to improve them.

Considers quality, security, and performance of assigned tasks.
Independently plans, estimates and, delivers small and moderate solutions.
Seeks guidance when blocked and iterates to a solution.
Performs thorough reviews within their domain and provides helpful feedback to team members.
Encourages participation and engages with contributions from those in the community.
Is capable of creating and delivering clear technical replies to customer queries in spoken and written English.
Uses strong communication techniques to understand customer situations, manage customer expectations, produce high quality ticket resolutions and create a consistently excellent customer experience.
Takes an evidence based approach to troubleshooting; forms a hypothesis and looks at available data to prove or disprove it.
Knows where erroneous behaviors are likely to be logged and uses standard tooling efficiently to observe application behaviors.
Is able to trace application behavior through GitLab codebase.
Self-assigns issues according to the Working on Tickets Flowchart.