You've become an onboarding buddy to a new Support Engineer. Congratulations! You've been granted a pivotal role in helping someone new learn about how to best contribute to our customers, our team, and our product.
These responsibilities of the Support onboarding buddy are an extension of the GitLab Onboarding Buddy responsibilities, so please review that page first.
During your time as onboarding buddy, you'll be working alongside the new Support Engineer while they complete their onboarding. Consider the timeframes below to be estimations: the pace will really be determined by the new Support Engineer.
|Weeks 1-2||Call to meet the new Support Engineer, help them get acclimated, answer any general questions they may have, discuss schedules, and share anything else they may find useful as they get started.|
|Open the lines of communication in Slack. Throughout this process, check in with them periodically to see how their onboarding module is progressing and ask if they need help.|
|Call to help them update the team page, support-resources, the GDK, or anything else they may have questions about or trouble with.|
|Weeks 3+||Pair at least twice, but more often if you can. Ideally, aim for once a week.|
|Invite them to shadow you on any customer calls.|
|Identify tickets that help push the engineer out of their comfort zone, and encourage the engineer to self-assign these tickets.|
Note that everyone's needs are different, so consider the following as a list of ideas to customize to their individual needs. Not everyone needs everything from the below lists, but everyone would find at least a few of the following helpful.