Promoting a Support Engineer

1. You are here:
2. Handbook
3. Support Team Handbook
4. Support Managers
5. Promoting a Support Engineer

Support Engineer Promotion Process for Support Managers - Quick Guide

The companywide People Group process should be followed For Managers: Requesting a Promotion or Compensation Change. The steps below are an addendum for notification and review for Support Engineering managers taking into account the Customer Support Department's organisational structure and is not meant as a replacement for any steps in the companywide people group process.

Planning

At GitLab, we promote on a quarterly cadence. Once a quarter, review your reports progress towards promotion and work with your manager to ensure the future promotion is accounted for in the annual plan.

If you have any questions, please use #fy23_support_promotions.

Calibration

While the calibration section of the handbook suggests a quarter cadence, in Support we review promotion docs asynchronously as soon as they are ready for review.

• Complete Path to Promotion Document with Support Engineer.
• Create a public Google Docs view link for everyone at Gitlab to allow sharing of the promotion document which will be used for promotion approval process.
• Discuss the promotion candidate with your manager.
• Make a copy of the promotion document and share it in the confidential doc used in the cross-regional sync with Support Managers (ensure Support Managers can Edit).
• Gather feedback on the promotion document on the private copy shared with the Support Managers.
• If necessary, update the public document based on feedback from Support Managers.
• Get the approval to proceed from your manager.

Submission

• Submit a Promotion request in BambooHR

Announcement

• Once approval has been received notify the engineer.
• Send a message to the #team-member-updates Slack channel.
• Share the message from #team-member-updates into the #support-team-chat channel for Support Team visibility.

Day of transfer

On the day of transfer, there are a lot of tasks that need to be done. To simplify the process, we recommend using the Support Member Transfer issue template to generate an issue in the Support Ops Project issue tracker. This will guide you through the process.