Associate Support Engineer Support Framework | Engineering Framework
Associate Support Engineers at GitLab are expected to exhibit the following competencies:
Leadership Competencies Technical Competencies Values Alignment Leadership Competencies Engineering Assumes goodwill, seeks support and clarification of requirements. Capable of delivering work with clear requirements. Constructively raises concerns. Communicates in a clear, timely, and effective manner. Capable of adapting their messaging to technical audience. Develops understanding of the organization structure and processes.
Customer Support Representative Support Framework | Engineering Framework
**Customer Support Representatives at GitLab are expected to exhibit the following competencies:** - [Leadership Competencies](#leadership-competencies) - [Technical Competencies](#technical-competencies) - [Values Alignment](#values-alignment) --- ### Leadership Competencies Engineering Assumes goodwill, seeks support and clarification of requirements. Capable of delivering work with clear requirements. Constructively raises concerns. Communicates in a clear, timely, and effective manner. Develops understanding of the organization structure and processes. Technical Competencies Customer Support Experience and a desire to grow Customer Support skills.
Intermediate Support Engineer Support Framework | Engineering Framework
Intermediate Support Engineers at GitLab are expected to exhibit the following competencies:
Leadership Competencies Technical Competencies Values Alignment Leadership Competencies Engineering Assumes goodwill, and is able to disagree and commit. Capable of delivering work despite periodical distractions. Constructively raises concerns. Communicates in a clear, timely, and effective manner. Capable of adapting their messaging to technical audience. Understands organization structure and processes. Demonstrates a personal growth mindset by initiating pairings, completing learning modules, and building product and troubleshooting knowledge.
Senior Support Engineer Support Framework | Engineering Framework
Senior Support Engineers at GitLab are expected to exhibit the following competencies:
Leadership Competencies Technical Competencies Values Alignment Leadership Competencies Engineering Communicates clearly and effectively, both written and verbally, when advising, setting expectations, or suggesting improvements. This applies whether interacting with team members, customers, or the wider community. Able to deliver work, even when given unclear requirements, within the context of their team.
Support Staff Support Engineer Support Framework | Engineering Framework
Staff Support Engineers at GitLab are expected to exhibit the following competencies:
Leadership Competencies Technical Competencies Values Alignment Leadership Competencies Engineering A staff engineer generally operates at a team level scope, serving as the technical leader for one or more of their team’s domains of responsibility.
Helps others across the organization understand their team’s domain and technology. Communicates clearly and effectively with team members and stable counterparts.
