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.
Getting Help
Working through various customer problems you may need help. We have a wide and talented team that can help you at many levels:
Managers: If your problem is related to process, or understanding direction, or cross-team collaboration, consider talking to your direct manager, or another manager whom may be working more directly on that problem. Managers in Support Engineering should be able to point you in the right direction and enable you to find the right help.
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.
What if I Feel Threatened or Harassed While Handling a Support Request?
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.
If you notice a threatening or hostile ticket, please tag the Manager On-Call to respond with the following guidelines in our Statement of Support.
Support Team Contributions
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
members.
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.
Internal tools
Support Toolbox - Includes tools such as json_stats (analyze JSON logs), strace_parser (analyze strace output), gitlabsos (get all logs and other data from customers), etc.
