Operations Team

Support Operations team is responsible for supporting the day-to-day operations and software systems used by GitLab’s global Technical Support team

The Support Readiness - Operations (i.e. Support Ops) 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.

You can locate us in GitLab issues or via the #support_operations channel in slack.

Mission

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.

Vision

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.

Meet the team

Name Role
Lyle Kozloff Director of Support, Global Readiness
Jason Colyer Support Operations Manager
Nabeel Bilgrami Support Operations Specialist
Alyssa Villa Support Operations Specialist
Dylan Tragjasi Support Operations Specialist
Sarah Cole Support Operations Specialist
Rene Verschoor Support Operations Specialist

Hiring Plan

Currently, Support Operations is using a ratios for our hiring plan. The ratios used are:

  • 40 Support Engineers to every 1 Support Operations Specialist
  • 10 Support Operations Specialists to every 1 Support Operations Manager

Division of Responsibilities
A breakdown of the division of responsibilities for the Support Ops team
Documentation
Support Operations documentation page
FAQs
Some frequently asked questions
Recommended Setup
Training documentation concerning the recommended setup for Support Ops
Last modified August 1, 2023: Adjusting for RV internship (4bc1cefb)