Support Readiness Specialist - Service Delivery

This Support Engineer position is 100% remote.

The GitLab Customer Support Department is a 150+ person globally distributed team that consists of Support Engineering, Support Readiness, and Support Management. 

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:

• Work with Support Managers and the Director of Support Readiness to identify ticket trends and health by customer and ticket types.
• Proactively engage with customers, their Technical Account Managers and Support Management when ticket trends turn unhealthy to facilitate a return to normal.
• Monitor trending product usage, adoption and satisfaction issues in tickets to provide insights to your counterparts in Support Readiness - Training and keep Support Managers informed about coaching opportunities.
• Regularly review Support Satisfaction (SSAT) scores to provide meaningful insights on trends in feedback.
• Liaise with Product and Engineering based on insights gathered from tickets and SSAT to help inform priorities based on customer impact.
• Build two-way roads between Product and Support by working with the pool of global Support Engineers acting as Support Stable Counterparts.

The Support Readiness Specialist is a grade 6.

As a Support Readiness 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.

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 have:

• Created tooling to generate weekly 1-1 issues for Support Engineers containing metrics, random tickets to review, etc.
• Developed tooling to generate weekly account deletion reports.
• Leaned into dogfooding by having various aspects of Zendesk version controlled via GitLab.com.
• …and even more!

• 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
• An ability to use GitLab, or a readiness to learn how to fully utilize GitLab

• 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.)

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

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

• Providing top tier support to the GitLab Support Engineering team
• Driving the Support Readiness mission and vision
• Maintenance of Support Readiness documentation
• Adherence and improvement of Support Readiness workflows

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.

• Selected candidates receive a short assessment from our Global Recruiters.
• Qualified candidates will be invited to schedule a 30 minute screening call with our Global Recruiters.
• Candidates will then be invited to schedule a 60 minute interview with the Hiring Manager.
• Candidates will then be invited to schedule a 45 minute behavioral interview with a panel consisting of Support Engineering Managers.
• Successful candidates will subsequently be made an offer via email.

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

You will discuss the compensation calculator details with the Recruiter during the screening call.

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. Mission: Everyone can contribute
2. Results: Fast growth, ambitious vision
3. Flexible Work Hours: Plan your day so you are there for other people & have time for personal interests
4. Transparency: Over 2,000 webpages in GitLab handbook, GitLab Unfiltered YouTube channel
5. Iteration: Empower people to be effective & have an impact, Merge Request rate, We dogfood our own product, Directly responsible individuals
6. Diversity, Inclusion & Belonging: A focus on gender parity, Team Member Resource Groups, other initiatives
7. Collaboration: Kindness, saying thanks, intentionally organize informal communication, no ego
8. Total Rewards: Competitive market rates for compensation, Equity compensation, global benefits (inclusive of office equipment)
9. Work/Life Harmony: Flexible workday, Friends and Family days
10. Remote Done Right: One of the world's largest all-remote companies, prolific inventor of remote best practices

See our culture page for more!