Readiness Team

Everything you wanted to know about the Readiness sub-department

Purpose

The purpose of Support Readiness is to enable GitLab to provide delightful customer experiences by:

  • equipping the Customer Support team with knowledge, tools and data to optimize productivity and efficiently solve customer problems.
  • equipping our customers and wider GitLab with the data, knowledge and insights to prevent customer problems before they occur.
  • delivering delightful experiences to both our own internal and external customers.

Our purpose statement is re-evaluated as needed, at minimum every 3 years

Support Readiness FY25 Direction

The FY25 Direction for Support Readiness should support and substantiate the overall Support Direction. To that end, in FY25 we will:

Improve our ability to achieve results for customers

  • Update and refine issue triage, prioritization and work assignment processes.
  • Create sub-department and role-based performance indicators.
  • Simplify and refine customer and support engineer experiences using Zendesk.

Team structure and how it supports our ability to achieve results

  • Refine team structure and team member roles; check-in with team members to make sure they’re in a place where they can contribute best and have appropriate responsibilities to facilitate team results.
  • Make strategic hires to help better achieve our purpose and advance us in our direction.

Team culture and how it supports our ability to achieve results

  • Run a SWOT analysis and use its output to form purpose and direction statements.
  • Share knowledge, document and train on operationally critical issues to ensure business continuity.

Delight our customers

  • Foster a customer-centric mindset that prioritizes empathy and proactive support.
  • Survey the Support team and take action based on the findings.

Our direction is re-evaluated annually, following the completion of the Support Direction

Hiring Plan

Currently, Support Operations is using a ratios for our hiring plan. The ratios used are:

  • 40 Support Engineers to every 1 Support Operations Specialist
  • 10 Support Operations Specialists to every 1 Support Operations Manager
Support Readiness - Data
Everything you wanted to know about how Support handles data
Last modified April 3, 2025: Migrating support readiness handbook to security (9196a840)
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