<div class="content-intro"><p>The GitLab&nbsp;<a class="c-link" href="https://about.gitlab.com/solutions/devops-platform/" target="_blank" data-stringify-link="https://about.gitlab.com/solutions/devops-platform/" data-sk="tooltip_parent" data-remove-tab-index="true">DevSecOps platform</a>&nbsp;empowers 100,000+ organizations to deliver software faster and more efficiently. We are one of the&nbsp;<a class="c-link" href="https://about.gitlab.com/company/culture/all-remote/guide/" target="_blank" data-stringify-link="https://about.gitlab.com/company/culture/all-remote/guide/" data-sk="tooltip_parent" data-remove-tab-index="true">world’s largest all-remote companies</a>&nbsp;with 2,000+ team members and&nbsp;<a class="c-link" href="https://handbook.gitlab.com/handbook/values/" target="_blank" data-stringify-link="https://about.gitlab.com/handbook/values/" data-sk="tooltip_parent" data-remove-tab-index="true">values</a>&nbsp;that foster a culture where people embrace the belief that everyone can contribute. Learn more about&nbsp;<a class="c-link" href="https://vimeo.com/778157354" target="_blank" data-stringify-link="https://vimeo.com/778157354" data-sk="tooltip_parent" data-remove-tab-index="true">Life at GitLab</a>.</p></div><div class="section page-centered">
<div class="section page-centered">
<div class="something">
<h4><strong>An overview of this role</strong></h4>
<p>The <a href="https://handbook.gitlab.com/job-families/engineering/support-readiness-specialist/">Support Readiness team</a> works within the Customer Support Department to make sure our Support Engineers and leadership are equipped with the best data, tooling and training required to delight GitLab’s customers.</p>
<p>As a Support Readiness Specialist in Service Delivery you will be responsible for using data to drive better outcomes for our customers and the Customer Support team. In this role you will be creating dashboards, gathering metrics for executive business reviews and using data to help inform targeted interventions in training, tooling or process.</p>
<p>In this role you’ll be interacting with individuals across the business: talking with Product Managers, Data Engineers, Customer Success Managers and Executives.</p>
<p><strong><br></strong><strong> Some examples of our projects:&nbsp;</strong></p>
<p>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:</p>
<ul>
<li>Created <a href="https://gitlab.com/gitlab-com/support/toolbox/1-1-issue-generator">tooling to generate weekly 1-1 issues</a> for Support Engineers containing metrics, random tickets to review, etc.</li>
<li>Developed <a href="https://about.gitlab.com/handbook/support/support-ops/documentation/adwr.html">tooling to generate weekly account deletion reports</a>.</li>
<li>Leaned into <a href="https://about.gitlab.com/handbook/engineering/development/principles/#dogfooding">dogfooding</a> by having various aspects of Zendesk <a href="https://about.gitlab.com/handbook/support/support-ops/documentation/sync_repos.html">version controlled via GitLab.com</a>.</li>
</ul>
<h2 class="header-link-title">&nbsp;</h2>
<p><strong>What you’ll do</strong>&nbsp;&nbsp;</p>
<p>As a Support Readiness Specialist - Service Delivery, you will be responsible for ensuring that support quality remains high by gathering metrics, identifying trends, and working cross-functionally to communicate those trends. To do this, you'll:</p>
<ul>
<li>Work with Support Managers and the Director of Support Readiness to identify ticket trends and health by customer and ticket types.</li>
<li>Monitor trending product usage, adoption and satisfaction issues in tickets to provide insights to your counterparts in Customer Support, Product Management, and Quality to help inform priorities based on customer impact and support efficiency.</li>
<li>Build two-way roads between Product and Support by working with the pool of global Support Engineers acting as <a href="https://about.gitlab.com/handbook/support/#support-stable-counterparts">Support Stable Counterparts</a>.</li>
<li>Own and drive projects to completion in agreement with relevant stakeholders in a cross-departmental function.</li>
<li>Manage a fast-paced queue of requests, prioritize requests according to business impact, and drive to appropriate completion dates.</li>
<li>Understand internal customer needs and business context to provide outstanding support and maintain high customer satisfaction.</li>
</ul>
<h2 class="header-link-title">&nbsp;</h2>
<p><strong>What you’ll bring&nbsp;</strong></p>
<ul>
<li>1-3 years experience in a business-supporting role, with proven ability to support diverse customers needs.</li>
<li>Top-notch data analysis skills; pulling data from a variety of sources to generate meaningful insights.</li>
<li>An ability to use GitLab, or a readiness to learn how to fully utilize GitLab.</li>
<li>Proven ability to solve practical business problems, understanding of business processes, and ability to translate business requirements into reporting functionality.</li>
<li>Strong team player and service-oriented attitude with a customer focus.</li>
<li>Excellent written and verbal communication.</li>
<li>An eye for detail and out-of-the-box thinking.</li>
</ul>
<h2 class="header-link-title">&nbsp;</h2>
<p><strong>About the team</strong></p>
<p>The <a href="https://handbook.gitlab.com/handbook/support/readiness/">Support Readiness team</a> is a team-within-a-team that makes sure that Customer Support is able to delight GitLab’s customers. We’re composed of a variety of specialists who focus on our operational, training and data needs. There’s plenty of opportunity to cross-train and extend into new areas, as we (like GitLab globally) hold that <em>everyone can contribute.</em>&nbsp;</p>
<p>As a smaller section of a larger org, we have a small team feel while we work together to build the good bones that a Support organization needs to succeed.</p>
<h2 class="header-link-title">&nbsp;</h2>
<h4><strong>How GitLab will support you</strong></h4>
<ul>
<li><a href="https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/">Benefits to support your health, finances, and well-being</a></li>
<li><a href="https://about.gitlab.com/company/culture/all-remote/guide/">All remote</a>, <a href="https://about.gitlab.com/company/culture/all-remote/asynchronous/">asynchronous</a> work environment</li>
<li><a href="https://about.gitlab.com/handbook/paid-time-off/">Flexible Paid Time Off</a></li>
<li><a href="https://about.gitlab.com/company/culture/inclusion/erg-guide/#:~:text=Definition%20of%20the%20TMRG%20%2D%20Team%20Member%20Resource%20Groups,-TMRGs%20are%20voluntary&amp;text=The%20purpose%20for%20this%20type,developing%20the%20sense%20of%20belonging.">Team Member Resource Groups</a></li>
<li><a href="https://about.gitlab.com/handbook/stock-options/">Equity Compensation &amp; Employee Stock Purchase Plan</a></li>
<li><a href="https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/#growth-and-development-benefit">Growth and development budget&nbsp;</a></li>
<li><a href="https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/#parental-leave">Parental leave</a>&nbsp;</li>
<li><a href="https://about.gitlab.com/handbook/finance/procurement/office-equipment-supplies/">Home office</a> support</li>
</ul>
<p><em>Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from <a href="https://about.gitlab.com/company/culture/inclusion/#examples-of-select-underrepresented-groups">underrepresented groups</a> are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.<br><br></em></p>
<h4><span style="font-weight: 400; color: rgb(255, 255, 255);"><strong>#LI-JM1</strong></span></h4>
<p><em>&nbsp;</em></p>
</div>
</div>
</div><div class="content-pay-transparency"><div class="pay-input"><div class="description"><em><span data-sheets-formula-bar-text-style="font-size:12px;color:#000000;font-weight:normal;text-decoration:none;font-family:'Arial';font-style:normal;text-decoration-skip-ink:none;">The base salary range for this role’s listed level is currently for residents of listed locations only. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, and alignment with market data. See more information on our </span><a class="waffle-rich-text-link" href="https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/" data-sheets-formula-bar-text-link="https://bit.ly/GLBeneUS" data-sheets-formula-bar-text-style="font-size:12px;color:#1155cc;font-weight:normal;text-decoration:underline;font-family:''Arial'';font-style:normal;text-decoration-skip-ink:none;">benefits</a><span data-sheets-formula-bar-text-style="font-size:12px;color:#000000;font-weight:normal;text-decoration:none;font-family:'Arial';font-style:normal;text-decoration-skip-ink:none;"> and </span><a class="waffle-rich-text-link" href="https://about.gitlab.com/handbook/stock-options/" data-sheets-formula-bar-text-link="https://bit.ly/GLequity" data-sheets-formula-bar-text-style="font-size:12px;color:#1155cc;font-weight:normal;text-decoration:underline;font-family:''Arial'';font-style:normal;text-decoration-skip-ink:none;">equity</a><span data-sheets-formula-bar-text-style="font-size:12px;color:#000000;font-weight:normal;text-decoration:none;font-family:'Arial';font-style:normal;text-decoration-skip-ink:none;">. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.</span></em></div><div class="title">Colorado/Washington pay range</div><div class="pay-range"><span>$58,800</span><span class="divider">&mdash;</span><span>$113,400 USD</span></div></div><div class="pay-input"><div class="title">California/Hawaii/New York/New Jersey pay range</div><div class="pay-range"><span>$58,800</span><span class="divider">&mdash;</span><span>$126,000 USD</span></div></div></div><div class="content-conclusion"><hr>
<p><strong>Country Hiring Guidelines: </strong>GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.&nbsp;&nbsp;</p>
<p><strong>Privacy Policy: </strong>Please review our <a href="https://about.gitlab.com/handbook/hiring/candidate/faq/recruitment-privacy-policy/" target="_blank">Recruitment Privacy Policy.</a> Your privacy is important to us.</p>
<p>GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also&nbsp;<a href="https://about.gitlab.com/handbook/people-policies/inc-usa/#equal-employment-opportunity-policy" target="_blank">GitLab’s EEO Policy</a>&nbsp;and&nbsp;<a href="https://about.gitlab.com/handbook/labor-and-employment-notices/#eeoc-us-equal-employment-opportunity-commission-notices" target="_blank">EEO is the Law</a>. If you have a disability or special need that requires&nbsp;<a href="https://about.gitlab.com/handbook/people-policies/inc-usa/#reasonable-accommodation" target="_blank">accommodation</a>, please let us know during the&nbsp;<a href="https://about.gitlab.com/handbook/hiring/interviewing/#adjustments-to-our-interview-process" target="_blank">recruiting process</a>.</p></div>

The GitLab [DevSecOps platform](https://about.gitlab.com/solutions/devops-
platform/) empowers 100,000+ organizations to deliver software faster and more
efficiently. We are one of the [world’s largest all-remote
companies](https://about.gitlab.com/company/culture/all-remote/guide/) with
2,000+ team members and [values](https://handbook.gitlab.com/handbook/values/)
that foster a culture where people embrace the belief that everyone can
contribute. Learn more about [Life at GitLab](https://vimeo.com/778157354).

#### **An overview of this role**

The [Support Readiness team](https://handbook.gitlab.com/job-
families/engineering/support-readiness-specialist/) works within the Customer
Support Department to make sure our Support Engineers and leadership are
equipped with the best data, tooling and training required to delight GitLab’s
customers.

As a Support Readiness Specialist in Service Delivery you will be responsible
for using data to drive better outcomes for our customers and the Customer
Support team. In this role you will be creating dashboards, gathering metrics
for executive business reviews and using data to help inform targeted
interventions in training, tooling or process.

In this role you’ll be interacting with individuals across the business:
talking with Product Managers, Data Engineers, Customer Success Managers and
Executives.

**  
****Some examples of our projects:  **

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](https://gitlab.com/gitlab-com/support/toolbox/1-1-issue-generator) for Support Engineers containing metrics, random tickets to review, etc.
  * Developed [tooling to generate weekly account deletion reports](https://about.gitlab.com/handbook/support/support-ops/documentation/adwr.html).
  * Leaned into [dogfooding](https://about.gitlab.com/handbook/engineering/development/principles/#dogfooding) by having various aspects of Zendesk [version controlled via GitLab.com](https://about.gitlab.com/handbook/support/support-ops/documentation/sync_repos.html).

##  

**What you’ll do**  

As a Support Readiness Specialist - Service Delivery, you will be responsible
for ensuring that support quality remains high by gathering metrics,
identifying trends, and 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.
  * Monitor trending product usage, adoption and satisfaction issues in tickets to provide insights to your counterparts in Customer Support, Product Management, and Quality to help inform priorities based on customer impact and support efficiency.
  * Build two-way roads between Product and Support by working with the pool of global Support Engineers acting as [Support Stable Counterparts](https://about.gitlab.com/handbook/support/#support-stable-counterparts).
  * Own and drive projects to completion in agreement with relevant stakeholders in a cross-departmental function.
  * Manage a fast-paced queue of requests, prioritize requests according to business impact, and drive to appropriate completion dates.
  * Understand internal customer needs and business context to provide outstanding support and maintain high customer satisfaction.

##  

**What you’ll bring  **

  * 1-3 years experience in a business-supporting role, with proven ability to support diverse customers needs.
  * Top-notch data analysis skills; pulling data from a variety of sources to generate meaningful insights.
  * An ability to use GitLab, or a readiness to learn how to fully utilize GitLab.
  * Proven ability to solve practical business problems, understanding of business processes, and ability to translate business requirements into reporting functionality.
  * Strong team player and service-oriented attitude with a customer focus.
  * Excellent written and verbal communication.
  * An eye for detail and out-of-the-box thinking.

##  

**About the team**

The [Support Readiness
team](https://handbook.gitlab.com/handbook/support/readiness/) is a team-
within-a-team that makes sure that Customer Support is able to delight
GitLab’s customers. We’re composed of a variety of specialists who focus on
our operational, training and data needs. There’s plenty of opportunity to
cross-train and extend into new areas, as we (like GitLab globally) hold that
_everyone can contribute._  

As a smaller section of a larger org, we have a small team feel while we work
together to build the good bones that a Support organization needs to succeed.

##  

#### **How GitLab will support you**

  * [Benefits to support your health, finances, and well-being](https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/)
  * [All remote](https://about.gitlab.com/company/culture/all-remote/guide/), [asynchronous](https://about.gitlab.com/company/culture/all-remote/asynchronous/) work environment
  * [Flexible Paid Time Off](https://about.gitlab.com/handbook/paid-time-off/)
  * [Team Member Resource Groups](https://about.gitlab.com/company/culture/inclusion/erg-guide/#:~:text=Definition%20of%20the%20TMRG%20%2D%20Team%20Member%20Resource%20Groups,-TMRGs%20are%20voluntary&text=The%20purpose%20for%20this%20type,developing%20the%20sense%20of%20belonging.)
  * [Equity Compensation & Employee Stock Purchase Plan](https://about.gitlab.com/handbook/stock-options/)
  * [Growth and development budget ](https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/#growth-and-development-benefit)
  * [Parental leave](https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/#parental-leave) 
  * [Home office](https://about.gitlab.com/handbook/finance/procurement/office-equipment-supplies/) support

_Please note that we welcome interest from candidates with varying levels of
experience; many successful candidates do not meet every single requirement.
Additionally, studies have shown that people from[underrepresented
groups](https://about.gitlab.com/company/culture/inclusion/#examples-of-
select-underrepresented-groups) are less likely to apply to a job unless they
meet every single qualification. If you're excited about this role, please
apply and allow our recruiters to assess your application.  
  
_

#### **#LI-JM1**

_ _

_The base salary range for this role’s listed level is currently for residents
of listed locations only. Grade level and salary ranges are determined through
interviews and a review of education, experience, knowledge, skills, abilities
of the applicant, equity with other team members, and alignment with market
data. See more information on
our[benefits](https://about.gitlab.com/handbook/total-
rewards/benefits/general-and-entity-benefits/) and
[equity](https://about.gitlab.com/handbook/stock-options/). Sales roles are
also eligible for incentive pay targeted at up to 100% of the offered base
salary._

Colorado/Washington pay range

$58,800--$113,400 USD

California/Hawaii/New York/New Jersey pay range

$58,800--$126,000 USD

* * *

**Country Hiring Guidelines:** GitLab hires new team members in countries
around the world. All of our roles are remote, however some roles may carry
specific location-based eligibility requirements. Our Talent Acquisition team
can help answer any questions about location after starting the recruiting
process.  

**Privacy Policy:** Please review our [Recruitment Privacy
Policy.](https://about.gitlab.com/handbook/hiring/candidate/faq/recruitment-
privacy-policy/) Your privacy is important to us.

GitLab is proud to be an equal opportunity workplace and is an affirmative
action employer. GitLab’s policies and practices relating to recruitment,
employment, career development and advancement, promotion, and retirement are
based solely on merit, regardless of race, color, religion, ancestry, sex
(including pregnancy, lactation, sexual orientation, gender identity, or
gender expression), national origin, age, citizenship, marital status, mental
or physical disability, genetic information (including family medical
history), discharge status from the military, protected veteran status (which
includes disabled veterans, recently separated veterans, active duty wartime
or campaign badge veterans, and Armed Forces service medal veterans), or any
other basis protected by law. GitLab will not tolerate discrimination or
harassment based on any of these characteristics. See also [GitLab’s EEO
Policy](https://about.gitlab.com/handbook/people-policies/inc-usa/#equal-
employment-opportunity-policy) and [EEO is the
Law](https://about.gitlab.com/handbook/labor-and-employment-notices/#eeoc-us-
equal-employment-opportunity-commission-notices). If you have a disability or
special need that requires
[accommodation](https://about.gitlab.com/handbook/people-policies/inc-
usa/#reasonable-accommodation), please let us know during the [recruiting
process](https://about.gitlab.com/handbook/hiring/interviewing/#adjustments-
to-our-interview-process).

