Support Operations Team is responsible for supporting the day-to-day operations and software systems used by GitLab’s global Technical Support team, primarily our Zendesk instance, and integrations with internal business processes and tools. The Support Operations Team is exclusively responsible for handling Zendesk Support and Explore related queries. Further details and responsibilities are explained here.
To help the Technical Support Team spontaneously and make their day to day workflow simple and easier so the efficiency and result values of Technical Support Team increases.
To provide the “Best in Class” support to our support team specifically and GitLab to increase the overall value of GitLab as a team, organization and product.
Vision Target 2021- 2022:
The core responsibilities of the Support Ops team are:
|Jason Colyer||Support Operations Manager||@jcolyer|
|Nabeel Bilgrami||Support Operations Specialist (Main Instance)||@nabeel.bilgrami|
|TBD||Support Operations Specialist (US Federal)}|
This diagram explains how the general fixes are handled by the Support Operations Team.
The Support Operations Team usually make the critical changes usually in weekend and communicate them via Slack channel #support_team-chat (https://gitlab.slack.com/archives/CCBJYEWAW) and SWIR (/handbook/support/#support-week-in-review). We are working on standardizing the release schedule of changes and a single communication channel where the questions and issues can be discussed.
Also, the support-ops team ensures all triggers, automations, views, macros, forms, fields, conditions, etc are documented to save the hassle of writing up everything from scratch.