The ideal candidate is someone who wants to be on the support side and who wants to learn more about how modern services can be supported via action. We have a “green field” in the sense that we need to identify the right process for these services.
We are looking for skilled people around the world. If you would love to work remotely and help GitLab grow, this is the right spot for you.
Engage with our GitLab.com customers — anything from a small advertising firm or a university, to Fortune 100 clients
Triage customer issues on the support issue tracker and via Zendesk.
Submit and comment on bug reports and feature requests based on customer interactions
Create and update documentation based on customer interactions
Engage with the development team to escalate bugs, solve problems, or obtain missing information
Ensure the knowledge we gain from running GitLab.com is shared with customers and users
Take ownership and work to manage the entire issue lifecycle, from customer, to development team, to resolution
Maintain good ticket performance and satisfaction
Meet or exceed SLA times consistently
Affinity for (and experience with) providing customer support
Ideally 1+ year experience with supporting MVC / SaaS applications
Understand the basics of Git terminology
Excellent spoken and written English
You share our values, and work in accordance with those values