Support Liaisons

Maintained by:

Overview

The Support Liaison role is aimed at building and maintaining a good relationship with another (non-product) team's representative in order to learn about each other's teams and how they work, and then to develop processes and documentation to allow the two teams to work together easily and effectively on an ongoing basis.

Current Support Liaison Roles and Assignments

If you're missing from this list (and want to be on it) please let the Support Managers know in #spt_managers.

Section	Group	Group Contact	Support Liaison	Frequency
Finance	Accounts	??	TBD	N/A
Finance	Budget	Chase Wright	Tom Cooney	1x Qtr on budget + once per month
Legal	Legal	Robin Schulman	Lyle Kozloff	N/A
PeopleOps	After-hire care	Jessica Mitchell	Tom Cooney	every 2 weeks
PeopleOps	Recruiting	Cyndi Walsh	Tom Cooney	weekly
Performance	Performance	Stan Hu	Lee Matos	N/A
Production	.com Infrastructure	Dave Smith	Vlad Stoianovici	every 2 weeks
Marketing	Community Relations	David Planella	Greg Myers	weekly team meeting
Marketing	Open Source Prog.	Nuritzi Sanchez	Greg Myers	weekly team meeting
Customer Success	Customer Success	Kristen Lawrence	TBD	weekly on Fri join EMEA scrum
Sales	Sales	TBD	Mike Dunninger	TBD
Security	Abuse	Roger Ostrander	Greg Myers	N/A
Security	Security Operations	Jan Urbanc	Brie Carranza	N/A

If you're on the Support Team and have something you'd like to surface, or would like to attend one of these meetings, feel free to post in #spt_managers.

Detailed Descriptions of Specific Support Liaison Roles

Open Source Support Liaison

The Open Source Support Liaison (OSS Liaison) assists GitLab's Open Source Partners with technical questions, problems, and needs.

The OSS Liaison has three main duties - building rapport, providing assistance, and making connections.

OSS Liaisons sit in on meetings and attend Q&A sessions with open source partners to build rapport, address technical questions, and nurture a thriving relationship. When Open Source partners are in need of technical support or assistance with GitLab, an OSS Liaison serves as a point of contact on the Support team. As a point of contact, OSS Liaisons assist with basic technical support questions or escalate internally and find others to assist with more complicated technical problems. OSS Liaisons also subscribe to notifications on issues created by partners and help by getting other team members or teams involved in finding solutions.

Familiarity with open source concepts, licenses, and communities is recommended.

If you're on the Support Team and would like to be an Open Source Support Liaison, post in #spt_managers and reach out to GitLab's Open Source Program Manager (@nuritzi).