As a Support Engineer at GitLab, the majority of your time will be focused on helping customers solve problems. This happens mostly through tickets, but can also happen through issues, screensharing calls, and emergencies.
Working through various customer problems you may need help. We have a wide and talented team that can help you at many levels:
At GitLab, the Support Team currently manages 2 different Zendesk Instances:
All our Support Engineers have access to the GitLab Support Instance, whereas only Support Engineers who are US Citizens inside of the US have access to the GitLab US Federal Support Instance.
A collection of best practices and suggestions for styling and responding to Zendesk tickets.
Just as Support Team are expected to adhere to GitLab's Code of Conduct, we also expect customers to treat the Support Team with the same level of respect. The GitLab Community Code of Conduct outlines the standards to which we hold the wider GitLab Community.
We encourage all engineers to contribute to the product to help improve the customer experience directly. When working on merge requests (on the gitlab-org group) for code or for documentation, apply the
Support Team Contributions label so that we can track product contributions by support team
Additionally, if the code change is specifically to improve the team's efficiency
(such as changes to admin for faster support), then add the
~"Support Efficiency" label.
An issue is created in the
support-team-meta issue tracker at the
end of each week with a list of support team contributions merged in the past week. View the
list of summary issues here.
json_stats(analyze JSON logs),
gitlabsos(get all logs and other data from customers), etc.