GitLab Professional Services
Accelerate your software lifecycle with help from GitLab experts
Popular GitLab use cases
Enterprise Small Business Continuous Integration (CI/CD) Source Code Management (SCM) Out-of-the-box Pipelines (Auto DevOps) Security (DevSecOps) Agile Development Value Stream Management GitOpsGitLab Professional Services
Accelerate your software lifecycle with help from GitLab experts
Popular GitLab use cases
Enterprise Small Business Continuous Integration (CI/CD) Source Code Management (SCM) Out-of-the-box Pipelines (Auto DevOps) Security (DevSecOps) Agile Development Value Stream Management GitOpsAs 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:
We recommend reviewing the best practices and suggestions for styling and responding to Zendesk tickets.
Just as Support team members 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.
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.
json_stats
(analyze JSON logs), strace_parser
(analyze strace
output), gitlabsos
(get all logs and other data from customers), etc.