Overview
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
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- 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
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- 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
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- 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’