As a result of our direct interactions with customers, the Support Team occupies a unique position in GitLab that gives us the opportunity to connect product managers with customer feedback, and influence changes. To take advantage of this opportunity, we've adopted a model that is known within GitLab as "Stable Counterparts." In brief, a "stable counterpart" is an assigned, permanent contact for a GitLab Team Member within another function in the company. See the Stable counterparts item on the Leadership page, and An ode to stable counterparts for more information.
Just like us, the product teams are spread across the globe. Due to this, it might not always be possible to sync with your counterparts.
[SSC Update: Group_Name: GitLab(Major).(Minor).(Patch)]for your updates in both SWIR and in relevant slack channels. Having consistency in this will help us measure the success and usefulness of this initiative.
@gitlab-com/support/support-stable-counterpartsGitLab group, and
#support-stable-counterpartsSlack channel to share best practices with other SSCs, and to gather input and feedback on process changes, improvements and other discussions.
If you're interested in becoming a stable counterpart for a group,
Note: We encourage having more than 1 SSC for a group - so if the group you are interested in already has an SSC, don't let that deter your interest!
A couple of roles are not product group specific, but involve all the same expectations and responsibilities with some overlap of the Support Liaison role. Non-group specific counterparts typically also step in when the related group has questions where there is no SSC currently.
|Section||Group||Group Contact||Support Liaison||Frequency|
|UX||Tech Writing||Susan Tacker||Cynthia Ng & Mike Lockhart||weekly team meeting|
|UX||UX||Christie Lenneville||Cynthia Ng||bi-weekly team meeting|