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Support Agent, APAC

Department: Support

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APAC
This position is remote based, anywhere in APAC.

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.

Responsibilities

    • Engage with our customers to triage customer issues via email
    • 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

Requirements

    • 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.
    • 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

Nice to haves

    • Previous experience in a startup or environment that is scaling would be an added benefit for this role.
    • Familiarity with terms like 'CI/CD', 'test-driven development', 'Docker registry' or '2FA'
The compensation calculator for this role can be found here
 
Remote-APAC
Remote-MLY