Support Career Framework: Staff Support Engineer

Support Staff Support Engineer

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

Continually works with others across the organization to help team members grow their understanding of their team’s domain and technology.
Communicates clearly and effectively, both written and verbally, when working with managers, directors, customers and across teams, while advising others, setting expectations, or acknowledging mistakes.
Makes responsible decisions, and evaluates tradeoffs.
Exhibits a deep understanding of GitLab products, how customers use them, and how they fit into the larger business.
Looks for opportunities for process improvements and opportunities to exhibit leadership for organizational initiatives.
Able to recognize a good solution when they see one, and able to clearly explain its merits to team members, community members, managers or customers.
Leverages their increasingly on-demand time to help others, efficiently unblock them and enable them to move forward.
Is a technical leader spearheading Architecture Evolution as a DRI.
Works frequently with other teams to resolve difficult issues
Anticipates and plans for future issues that will impact Support
Participates on Working Groups as the need arises

Has a broad skill-set with in-depth expertise in several areas.
Blends technical, product and design strategy, helping the team to be more productive while interfacing with teams.
Reaches beyond immediate needs, independently considering the longer-term, and is always looking beyond for ways to have a broad impact.
Addresses cross-team challenges related to customers, quality and security.
Able to take on cross-team complex requirements and decompose them into a proposal of small deliverables.
Engages in the Architecture Practice to contribute to and help with the most challenging technical initiatives.
Able dig into the GitLab codebase and determine the root cause of complex problems
Frequenty submits fixes for customer-impacting issues
Creates tooling to improve the efficacy of GitLab Support