Operations Team

The Support Readiness - Operations (i.e. Support Ops) team is responsible for supporting the day-to-day operations and software systems used by GitLab’s global Technical Support team, primarily our Zendesk instance, and integrations with internal business processes and tools. The Support Operations Team is exclusively responsible for handling Zendesk Support and Explore related queries.

You can locate us in GitLab issues or via the #support_operations channel in slack.

Mission

To help the Technical Support Team spontaneously and make their day to day workflow simple and easier so the efficiency and result values of Technical Support Team increases.

Vision

To provide the “Best in Class” support to our support team specifically and GitLab to increase the overall value of GitLab as a team, organization and product.

Meet the team

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