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- GitLab.com Support
GitLab.com Support Agents focus on providing support for customers and users of GitLab.com. They are the first point of contact when a customer has trouble. They should be cool under pressure, comfortable with technology, and always willing to go the extra mile to make things right.
- Engage with our customers to triage customer issues via email
- Focus on efficiency
- Collaborate with Support Engineers and the GitLab Community to get bugs fixed
- Create or update internal documentation on support processes
- Maintain good ticket performance and satisfaction
- Have a good understanding of how SaaS software works
- Desire to dive in and understand problems
- Driven to understand new challenges
- Customer focused always
- Excellent spoken and written English
- Successful completion of a background check.
- 2+ years in a customer facing / customer service role, ideally in a technical capacity.
- Experience with Git / source control and/or the software development lifecycle.
- Customer oriented individual; has the ability to adapt and respond to different kinds of characters.
- Good problem solving skills that result in quality resolutions.
Nice to haves
- Previous experience in a startup or environment that is scaling would be an added benefit for this role.
- Familiaritity with terms like 'CI/CD', 'test-driven development', 'Docker registry' or '2FA'
This role expands on the duties of an Intermediate GitLab.com Support Agent.
- Come up with a catchier name for yourself
- Act as a mentor to train more Senior GitLab.com Support Agents
- Build efficient processes
- Possess Expert Level SaaS Debugging
- Have a deep desire to understand how software works
- Liaise with other teams echoing the customer voice
- Coordinate with Infrastructure and Production teams to build collaborative workflows
Gitlab.com Support Agents have the following job-family performance indicators.
Candidates for this position can expect the hiring process to follow the order below. Please keep in mind that candidates can be declined from the position at any stage of the process. To learn more about someone who may be conducting an interview, find their job title on our team page.
- Qualified candidates receive a short questionnaire from our Global Recruiters
- Selected candidates will be invited to schedule a 30min screening call with our Global Recruiters
- A GitLab Team member from any team will conduct a behavioral interview to get a sense of your work experience.
- Candidates will schedule an interview with our Support Lead
- Successful candidates will subsequently be made an offer via email
Additional details about our process can be found on our hiring page.
Please note that if we are actively hiring for a position, you will see it
listed on our jobs page, where all of our current openings are
advertised. To apply, please click on the name of the role you are
interested in, which will take you to our applicant tracking system (ATS),
Avoid the confidence gap; you do not have to match all the listed
requirements exactly to apply. Our hiring process is described in more
detail in our hiring handbook.
GitLab Inc. is a company based on the GitLab open-source project. GitLab is
a community project to which over 1,000 people worldwide have contributed.
We are an active participant in this community, trying to serve its needs
and lead by example. We have one vision: everyone can
contribute to all digital content, and our mission is to change all creative
work from read-only to read-write so that everyone can contribute.
We value results, transparency, sharing, freedom,
efficiency, frugality, collaboration, directness, kindness, diversity and inclusion,
boring solutions, and quirkiness. If these values match your personality,
work ethic, and personal goals, we encourage you to visit our
primer to learn more. Open source is our culture, our way of
life, our story, and what makes us truly unique.
Top 10 reasons to work for GitLab:
- Work with helpful, kind, motivated, and talented people.
- Work remote so you have no commute and are free to travel and move.
- Have flexible work hours so you are there for other people and free to plan
the day how you like.
- Everyone works remote, but you don't feel remote. We don't have a head
office, so you're not in a satellite office.
- Work on open source software so you can interact with a large community and
can show your work.
- Work on a product you use every day: we drink our own wine.
- Work on a product used by lots of people that care about what you do.
- As a company we contribute more than we take, most of our work is released
as the open source GitLab CE.
- Focused on results, not on long hours, so that you can have a life and
don't burn out.
- Open internal processes: know what you're getting in to and be assured
we're thoughtful and effective.
See our culture page for more!
Work remotely from anywhere in the world. Curious to see what that looks
like? Check out our remote manifesto.