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.The Customer Success Programs Team creates campaigns to inform and educate our customers to help expand their usage of GitLab. As an SSC you're uniquely positioned as a Subject Matter Expert to review the communication that will go to customers.
The overall burden of this responisibility should be low: 30-60m of review per campaign that's created.
@gitlab-com/support/support-stable-counterparts
GitLab group, and #support-stable-counterparts
Slack 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 | weekly team meeting |
Section | Support Counterpart |
---|---|
Dev | Shaun McCann |
Sec | TBD |
Data Science | TBD |
Growth | Shaun McCann |
Fulfillment | John Lyttle |
Enablement | Jason Colyer |
SaaS Platforms | Jason Colyer |
Group | Support Counterpart |
---|---|
Manage : Authentication and Authorization | Alejandro Guerrero de Alba, Gerardo Gutierrez, Cynthia Ng |
Manage : Organization | Asmaa Hassan, Cynthia Ng |
Manage : Import | Olivier Némoz Saint-Dizier |
Manage : Integrations | Anton Smith |
Manage : Foundations | TBD |
Plan : Project Management | Ben Prescott |
Plan : Product Planning | TBD |
Plan : Certify | |
Plan : Optimize | TBD |
Create : Source Code | TBD |
Create : Code Review | Ben King |
Create : Editor | Brad Sevy |
Verify : Pipeline Execution | Manuel Grabowski |
Verify : Pipeline Authoring | Manuel Grabowski |
Verify : Runner | Alexander Tanayno, TBD |
Verify : Runner SaaS | tbd, tbd |
Verify : Pipeline Insights | Brie Carranza |
Package : Package Registry | TBD |
Package : Container Registry | TBD |
Secure : Static Analysis | Eric Rosenberg |
Secure : Dynamic Analysis | Kate Grechishkina |
Secure : Composition Analysis | Katrin Leinweber |
Secure : Vulnerability Research | Mario Mora |
Release : Release | James McGrew |
Configure : Configure | Lewis Brown |
Monitor : Respond | Cody West |
Govern : Threat Insights | Gerardo Gutierrez |
Govern : Compliance | TBD |
Analytics : Product Intelligence | TBD |
Analytics : Product Analytics | TBD |
Fulfillment : Purchase | TBD |
Fulfillment : Provision | Keven Hughes |
Fulfillment : Utilization | Shem Gyll |
Fulfillment : Fulfillment Platform | TBD |
Fulfillment : Billing and Subscription Management | Firdaws Farukh |
Fulfillment : Commerce Integrations | TBD |
Fulfillment : Fulfillment Admin Tooling | TBD |
Growth : Acquisition | TBD |
Growth : Activation | TBD |
Systems : Distribution:Build | Diana Stanley, Nathan Black |
Systems : Distribution:Deploy | Diana Stanley, Nathan Black |
Systems : Gitaly:Cluster | Gerardo Gutierrez |
Systems : Gitaly:Git | Gerardo Gutierrez |
Systems : Geo | Bo Carbonell, Łukasz Korbasiewicz |
Data Stores : Application Performance | TBD |
Data Stores : Global Search | Vlad Stoianovici, Cleveland Bledsoe Jr |
Data Stores : Database | Ben Prescott |
Data Stores : Pods | Ben Prescott |
SaaS Platforms : GitLab Dedicated | TBD |
SaaS Platforms : US Public Sector Services | TBD |