Support Career Framework: Intermediate Support Engineer

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4. Support Career Framework: Intermediate Support Engineer

Maintained by:

Eric Johnson

@edjdev

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• Intermediate Support Engineer
  • Leadership Competencies
    • Engineering
  • Technical Competencies
    • Engineering
  • Values Alignment
    • GitLab

Intermediate Support Engineer

Support Framework | Engineering Framework

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

• Leadership Competencies
• Technical Competencies
• Values Alignment

Leadership Competencies

Engineering

• 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.

Technical Competencies

Engineering

• 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.

Values Alignment

GitLab

• Adhere to the Collaboration Competencies for this job grade.
• Adhere to the Results Competencies for this job grade.
• Adhere to the Efficiency Competencies for this job grade.
• Adhere to the Diversity, Inclusion & Belonging Competencies for this job grade.
• Adhere to the Iteration Competencies for this job grade.
• Adhere to the Transparency Competencies for this job grade.

Support Framework | Engineering Framework