As a Support Readiness Specialist, you will be responsible for ensuring the Support Engineers and Support Managers are able to deliver consistently high quality support.
Depending on your specialization, you will be contributing towards a variety of tasks towards that end.
The Support Readiness Specialist is a grade 6.
As a Support Readiness Specialist you will:
As a Support Readiness Specialist - Operations, 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!
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 Readiness Specialists in Operations have:
As a Support Readiness Specialist - Services Delivery, you will be responsible for ensuring that support quality remains high by gathering metrics, identifying trends, working cross-functionally to communicate those trends. To do this you'll:
As a Support Readiness Specialist - Training, you will be responsible for creating an environment of continuous improvement that ensures the people who support GitLab every day have relevant expertise to resolve customer issues quickly. To do this you'll:
A Senior Support Operations Specialist is a more experienced engineer who continues to contribute as an individual while operating with equal comfort at the level of team enablement. That is, they work at the team level to increase every member's ability to contribute.
The Senior Support Engineer is a grade 7.
Generally they meet the following criteria. They:
A Senior Support Readiness Specialist may be interested in exploring Support Readiness Management as an alternative at this point. See Engineering Career Development for more details.
For more details on the engineering career ladders, please review the engineering career development handbook page.
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:
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.
Additional details about our process can be found on our hiring page.
To find out more about the compensation for this role, please apply to a open role on our careers page first. Once you've applied and are selected for a screening call, you'll be able to sign up here to view our compensation calculator. Be sure to use the same email address for both.
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.
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:
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.