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Support Operations Specialist

Support Operations Specialist

As a Support Operations Specialist, you will be responsible for supporting the day-to-day operations and software systems used by GitLab’s global Technical Support team (including, but not limited to: our Zendesk instance(s), GitLab.com projects/integrations, and Calendly setup). You will be able to juggle a diverse workload that includes everything from managing user provisioning, to troubleshooting custom applications in support of a global organization. As we rely on our systems to support and scale the organization, you will be the backbone and the foundation to our success!

Job Grade 

The Support Operations Specialist is a grade 6.

What you can expect in a Support Operations Specilaist role at GitLab:

As a Support Operations Specialist you will:

  • Develop a flexible process and tool execution strategy to support the growth and scalability objectives of GitLab Support and company wide initiatives.
  • Own and drive projects to completion in agreement with relevant stakeholders in a cross-departmental function.
  • Manage a fast-paced queue of support operations requests, prioritize requests according to business impact, and drive to appropriate completion dates.
  • Support and maintain several business critical SaaS systems (such as Zendesk, GitLab.com, Slack, Salesforce, Google groups), including user administration, in accordance with written and audited security controls and configuration changes when needed.
  • Develop and maintain system failover processes for customer facing GitLab Support systems.
  • Provide support and troubleshooting for our Support systems when necessary.
  • Maintain and demonstrate 100% compliance with all written security policies and change management controls, as well as assisting with audits of user access to key systems.
  • Understand internal customer's needs and business context to provide outstanding support and maintain high customer satisfaction.
  • Assist with implementation of new systems as needed to support evolving processes and critically evaluate our use of systems with a view to improve global efficiency.

Projects you might work on:

When you are not tackling your normal day to day challenges, you’ll have a lot of freedom to work on things that will make your life, and the lives of your coworkers, easier. Current and past Support Operations have:

Requirements

Requires Skills/Experience:

  • 1-3 years experience in SaaS support, with proven ability to support diverse customers needs.
  • Zendesk Administrator experience (preferred; or the ability to gain Zendesk Administrator Certification within 6 months of start date if required)
  • Demonstrated technical aptitude for, and experience supporting, client-server and/or web-based applications and SaaS/PaaS solutions
  • Proven ability to solve practical business problems
  • Understanding of business processes and ability to translate business requirements into application functionality
  • Zendesk enthusiast who thrives on working in a fast-paced and changing environment
  • Strong team player with service-oriented attitude and customer focus
  • Excellent written and verbal communication
  • An eye for detail and out-of-the-box thinking
  • You share our values, and work in accordance with those values
  • Successful completion of a background check
  • An ability to use GitLab, or a readiness to learn how to fully utilize GitLab

Desired Skills

  • Demonstrated understanding of technical software support processes and concepts
  • Experience in CRM or a related industry
  • Familiarity with change management processes and risk control compliance
  • Experience working on the Zendesk platform as a developer
  • Experience with enterprise integration tools
  • Coding experience with an object oriented language (such as Ruby, Python, etc.)

Career Ladder

For more details on the engineering career ladders, please review the engineering career development handbook page.

How you'll be measured

Performance Indicators

Support Operations collaborates with the global Support Engineering team to achieve the following performance indicators, by ensuring we have the most efficient workflows through our applications:

Hiring Process

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 the interview, find their job title on our team page.

  • Qualified candidates will be invited to schedule a 30 minute screening call with our Global Recruiters.
  • Selected candidates receive a short assessment from our Global Recruiters.
  • Candidates will then be invited to schedule a 30 minute technical interview with a Support Operations Specialist.
  • Candidates will then be invited to schedule a 45 minute behavioral interview with a panel consisting of a Support Operations Manager and a Support Engineering Manager.
  • Candidates will then be invited to schedule a 45 minute behavioral interview with our VP of Customer Support.
  • Candidates will then undergo reference checks.
  • Successful candidates will subsequently be made an offer via email.

Additional details about our process can be found on our hiring page.

Compensation Calculator

To find out more about the compensation for this role, please join our Talent Community first. Once you've joined, you'll be able to sign up here to view our compensation calculator. Be sure to use the same email address for both.

About GitLab

GitLab Inc. is a company based on the GitLab open-source project. GitLab is a community project to which over 2,200 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, self-learning, frugality, collaboration, directness, kindness, diversity, inclusion and belonging, 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.

Compensation Calculator

To find out more about the compensation for this role, please join our talent community first. Once you've joined, you'll be able to sign up here to view our compensation calculator. Be sure to use the same email address for both.

About GitLab

GitLab Inc. is a company based on the GitLab open-source project. GitLab is a community project to which over 2,200 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, self-learning, frugality, collaboration, directness, kindness, diversity, inclusion and belonging, 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:

  1. Work with helpful, kind, motivated, and talented people.
  2. Work remote so you have no commute and are free to travel and move.
  3. Have flexible work hours so you are there for other people and free to plan the day how you like.
  4. Everyone works remote, but you don't feel remote. We don't have a head office, so you're not in a satellite office.
  5. Work on open source software so you can interact with a large community and can show your work.
  6. Work on a product you use every day: we drink our own wine.
  7. Work on a product used by lots of people that care about what you do.
  8. As a company we contribute more than we take, most of our work is released as the open source GitLab CE.
  9. Focused on results, not on long hours, so that you can have a life and don't burn out.
  10. 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 and guides.

Git is a trademark of Software Freedom Conservancy and our use of 'GitLab' is under license