Support Learning & Training

Support Learning Pathways

All the learning pathways we have in Support are listed here. Each pathway contains a set of modules, and a module may reside in multiple pathways.

To create an issue for yourself with one of the module templates:

• Click on the module you want to pursue from the Skills Catalog page
• Title it as Your Name: Module Name
• Assign it to yourself
• Now you’re all set to follow the instructions in the module!

NOTE: Contact your Onboarding Buddy if you have any questions about these pathways. Buddies are always happy to help!

Support hybrid model

The hybrid model is a structured training plan that will prepare you to work on GitLab.com, self-managed, and GitLab Dedicated support issues. You may find these checkpoints helpful while working through the hybrid model path.

sequenceDiagram
    participant Trainer
    participant New SE
    participant Manager

    Manager->>New SE: Sets expectations for timeline and content.
    Trainer->>New SE: Schedules sessions to cover specific topics and answer questions.
    Note right of New SE: Starts <br/>SE Onboarding!
    Note left of New SE: New SE completes their <br/>first public update
    Trainer->>New SE: Provides assistance with the first pairing sessions.<br/>Gives feedback on public replies.
    New SE->>Manager: Reviews progress and tickets with manager in 1:1.
    Note left of New SE: Starts SaaS Basics!
    Trainer->>New SE: Offers suggestions on tickets to answer and follow up on initial responses.

    Manager->>New SE: Check progress, ensures new ticket responses are aligned<br/> with our expectations and coaches as needed.

    loop Pairing Sessions
        New SE->>New SE: Uses Pairing sessions as a tool to get help<br/>from other team members and to learn new topics
    end

    Trainer-->New SE: Schedules weekly follow up sessions.


    Note right of New SE: Completes SaaS basics
    Manager->>New SE: During 1:1 go over the SaaS onboarding and suggest topics for<br/>ongoing learning.
    Note left of New SE: 6 weeks working on SaaS tickets<br/>allowing time<br/> to work on new topics during that time.
    Note right of New SE: Starts Self-managed basics, focusing on <br/> the main differences with troubleshooting to make the most <br/> from the current  knowledge.

    Manager->>New SE: Set expectations for hybrid work split, starting with 90%/10%.

    loop 1:1s
        New SE->>New SE: As more experience is gained brings the topic to 1:1<br/>looking to increase the % of Self Managed work by 10%.<br/>With a goal of ~50%/50%
    end

Overview of Support Onboarding

When you first join the team everything will be new to you. Don’t worry! In order to get you started with GitLab quickly, apart from the company wide onboarding issue that will be assigned to you on Day 1 by PeopleOps, we also have an onboarding program in Support. There are two pathways:

1. Support Engineer Onboarding Pathway
2. Support Manager Onboarding Pathway

NOTE: You can start the PeopleOps onboarding and the Support Onboarding at the same time, or you can complete PeopleOps and then switch to Support. Determine the best path with your manager.

Support Engineer Onboarding Pathway

Your primary Support Engineer Onboarding Issue is created from the New Support Team Member Start Here template. This issue keeps track of your completion of the onboarding modules shown in the table below.

It is recommended that you start the modules in the order listed, but it depends on your learning style. Note that the specific learning pathway modules are not included in the list, and when you open and start working on those modules may differ from other team members as well.

For example, many Support Engineers on the “GitLab Support Learning Pathway” will open the “Working on Tickets” module to start pairing with others once they have parts of the various basics module completed. Similarly, prior experience with administering a self-managed GitLab instance may change the order you complete the modules as well. If you are unsure about how best to approach onboarding, please discuss it with your manager.

Typically, for a new team member in Support, completion of the below onboarding modules (including those in the Area of Focus Pathway) takes approximately 6 weeks. A new team member’s first ticket reply ranges typically in their first 28 - 38 days (week 3 - 5 of Support onboarding).

Choosing your initial Area of Focus

Work with your manager to decide your initial Area of Focus.

1. For GitLab (SaaS or Self-managed), complete the GitLab Support Learning pathway.
2. For License & Renewals, complete the License and Renewals Learning Pathway.

GitLab.com Administration access

Whenever GitLab.com administration access is required to complete any of the modules listed on this page, the training will direct you to the GitLab-com Admin module.

GitLab Support Learning Pathway

The GitLab Support pathway covers all platforms that we offer. In completing these modules, Support Engineers are expected to answer tickets submitted to any of them.

NOTE: As described in Support hybrid model, engineers typically complete one Area of Focus, and then add another. Please discuss your timeline with your manager.

When these modules are complete:

1. Let your manager know that you are ready to proceed to the appropriate on-call rotation training.
2. With your manager, discuss how to describe your Area of Focus percentage in the support-team project, removing onboarding.

License and Renewals Learning Pathway

On-call rotations

After you complete an Area of Focus, talk with your manager about joining an on-call rotation. Usually, you complete only one of these modules, and join only one on-call rotation.

Support Engineer Achievable Progress - First 6 Months

Our onboarding pathway gives new Support Engineers an opportunity to learn at their own pace and explore. We strongly believe in learning by doing (70/20/10 learning model), and encourage Support Engineers to start contributing on tickets (with public or internal comments) from as early as your 3rd week.

NOTE: The 6 months starts after your initial Support Learning Pathways are complete.

The following reference table can be used as a guideline on achieving comfort with ticket management in your first 6 months in GitLab Support. Managers can also use this table to gauge the progress of new hires in their first 6 months after onboarding.

NOTE: Table data is shown by month - for instance, in my 4th month as a SaaS-focus support engineer, I can aim to make about 60+ comments on tickets per month.

Ongoing learning

The modules in this section should eventually be taken regardless of your Area of Focus. The topics listed here can be completed in any order. Please discuss with your manager to determine which areas will be relevant to your work and the timing for completion.

Additional Modules in the Support Training Project

We are continuously working on adding more modules and building out more learning pathways: you can find a list of all our current training modules and Modules in the Support Training project.

Creating and viewing GitLab component based training

Anyone at GitLab can contribute to creating custom Support-specific training on how to use, configure or debug GitLab and its various components. Within the existing Support Training Project there is a directory named Support Specific Trainings that provides a means for storing shorter non-module-based training documents and videos. The directory contains a ReadMe which provides specific instructions on how to add training material to the directory and where to upload any associated videos.

Support Manager Onboarding Pathway

Your primary Support Manager Onboarding Issue is based on the New Support Team Member Start Here template. This Issue keeps track of and completes the onboarding modules shown in the following table.

It is recommended that you complete the modules in the order listed, unless an issue mentions that you can start something else simultaneously. Typically, for a new manager in Support, completion of the below onboarding modules should take 3 weeks.

When this pathway is complete, let your manager know that you are ready to join the appropriate on-call rotations. (Your Support Manager Basics issue contains the instructions for this step.)

As always, please submit an Issue or MR if you have suggestions on how this page could be better!

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