Support Liaisons
Overview
The Support Liaison role is aimed at building and maintaining a good relationship with another (non-product) team’s representative in order to learn about each other’s teams and how they work, and then to develop processes and documentation to allow the two teams to work together easily and effectively on an ongoing basis.
Current Support Liaison Roles and Assignments
If you’re missing from this list (and want to be on it) please let the Support
Managers know in #support_leadership.
| Section | Group | Group Contact | Support Liaison | Frequency |
|---|---|---|---|---|
| Finance | Accounts | ?? | TBD | N/A |
| Finance | Budget | Chase Wright | Tom Cooney | 1x Qtr on budget + once per month |
| Legal | Legal | Robin Schulman | Jason Colyer | N/A |
| PeopleOps | After-hire care | Jessica Mitchell | Tom Cooney | every 2 weeks |
| PeopleOps | Talent Acquisition | Cyndi Walsh | Tom Cooney | weekly |
| Performance | Performance | Stan Hu | Lee Matos | N/A |
| Production | .com Infrastructure | Dave Smith | Vlad Stoianovici | every 2 weeks |
| Marketing | Developer Relations | John Coghlan | TBD | weekly team meeting |
| Marketing | Open Source Prog. | Bryan Behrenshausen | Andrew Conrad | weekly team meeting |
| Customer Success | Customer Success | Kristen Lawrence | TBD | weekly on Fri join EMEA scrum |
| Sales | Sales | TBD | Mike Dunninger / Tine Sørensen | TBD |
| Security | Security Operations | Jan Urbanc | Brie Carranza | N/A |
If you’re on the Support Team and have something you’d like to surface, or would like to attend one of these meetings, feel free to post in #support_leadership.
Detailed Descriptions of Specific Support Liaison Roles
Open Source Support Liaison
The Open Source Support Liaison (OSS Liaison) assists GitLab’s Open Source Partners with technical questions, problems, and needs.
The OSS Liaison has three primary duties:
- building rapport,
- providing assistance, and
- making connections
OSS Liaisons sit in on meetings and attend Q&A sessions with open source partners to build rapport, address technical questions, and nurture a thriving relationship. When members of the Open Source Partners program are in need of technical support or assistance with GitLab, an OSS Liaison serves as a point of contact on the Support team. As a point of contact, OSS Liaisons assist with basic technical support questions or escalate internally and find others to assist with more complicated technical problems. OSS Liaisons also subscribe to notifications on issues created by partners and help by getting other team members or teams involved in finding solutions.
Familiarity with open source concepts, licenses, and communities is recommended.
If you’re on the Support Team and would like to be an Open Source Support
Liaison, post in #support_leadership and reach out to GitLab’s Open Source Program
Manager (@bbehr).
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