Support Career Framework: Associate Support Engineer

Associate Support Engineer

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Support Framework | Engineering Framework

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Associate Support Engineers at GitLab are expected to exhibit the following competencies:

• Leadership Competencies
• Technical Competencies
• Values Alignment

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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.

Technical Competencies

• Customer Support Experience and a desire to grow Customer Support skills.
• Ability to communicate basic technical topics to customers and coworkers.
• Interest or familiarity with the following:
  • DevOps methodologies and software deployment and development process.
  • Ruby on Rails, Go, Javascript, Terraform, Ansible, Git and CI/CD.
  • Linux systems administration basics
• Learn and apply debugging techniques to resolve customer issues via email and video conferencing.
• Support a mix of Self-managed and SaaS customers.
• Create and update documentation based on customer interactions.
• Remain up to date with new product features.
• Suggest improvements to Support workflows.

Values Alignment

GitLab

• Adhere to the Collaboration Competencies for this job grade.
• Adhere to the Results Competencies for this job grade.
• Adhere to the Efficiency Competencies for this job grade.
• Adhere to the Diversity, Inclusion & Belonging Competencies for this job grade.
• Adhere to the Iteration Competencies for this job grade.
• Adhere to the Transparency Competencies for this job grade.