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- Issue Triage Specialist
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An Issue Triage Specialist is a Developer who focuses on interfacing with the community by triaging issues, monitoring discussions, identifying patterns or common issues reported by community. The Issue Triage specialist also fix community-reported bugs, and develop tools to consolidate and reduce duplicate issues.
Issue Triage Specialists report to the Edge Lead.
- Triage issues on our projects located in the gitlab-org group on GitLab.com and in the GitLab.com Support Tracker following the Issue Triage Policies
- Monitor discussions in those issues, responds in a timely fashion where appropriate (or ensures relevant responders are “nudged” to respond)
- Ping team leads or VP of Engineering via chat when outstanding critical customer issues are not addressed in a timely fashion
- Identify patterns or common issues reported by the community
- Develop tools to consolidate and reduce duplicate issues
- Fixes community-reported bugs when possible (approximately 20% of the time)
Accepting Merge Requests issues for potential developer candidates in agreement with the Platform and/or Discussion leads
- Improve the Issue Triage Policies as needed
- Communicate important community concerns to the appropriate team
- Documents answers and improves existing documentation
- Write blog posts relevant to the community
- Establish and report metrics on a regular basis, including recommendations and insights
Requirements for Applicants
- Good knowledge of Unix and Unix-based Operating Systems
- Vast experience with Ruby on Rails applications and Git
- Affinity for providing Community Support
- Excellent spoken and written English
- A willingness to carry out all work out in the open
- You share our values, and work in accordance with those values
- A technical interview is part of the hiring process for this position
Please see the Issue Triage Specialist resources pages for further information about the role.
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