Support Hybrid Learning Path Checkpoint

Support Hybrid Model Learning Path Checkpoints

Checkpoints for new starters who are working through their support hybrid learning path. This is a guide only, progress is not linear.

Learn about GitLab

• You understand GitLab’s mission, vision, values, and culture
• You understand what is expected of you in your role and what it means to be a successful support engineer
• You’ve met most of your region (if you’re in EMEA or APAC) in the Support Team call
• You’ve met up for ‘coffee’ with some of your teammates
• You understand how to make edits to a handbook page
• You’ve completed your compliance tasks in the Onboarding Issue
• You understand how we use Calendars and the different meeting types

Learn about Your Support Team

• You’ve met with more teammates for ‘coffee’
• You have submitted a new update to the handbook
• You understand who our customers are and why they use GitLab
• You are getting to know what the GitLab suite offers its customers
• You are getting to know how customers can get started with GitLab
• You may have completed and closed your Onboarding Issue
• You are establishing your learning pathway through the GitLab modules with the New Team Member Start Here module
• Pairing sessions setup with Onboarding buddy:
  1. Pairing session fundamentals - what’s the point, what you get out of it, etiquette of pairing session
  2. Explaining ZD views and how to action things

Working in Support at GitLab

• You are attending crush sessions and started pairing for your training modules
• You understand how to triage, assign and provide a first response on a ticket within your SGG
• You understand the types of customer tickets that are being worked on by support engineers
• You understand what your role as a support engineer entails
• You know which teams and roles outside of Support work closely with Support Engineers
• You have completed your New Support Team Member Start Here module

Contributing Back to Your Peers and the Team

• You have completed:
  • GitLab-com SaaS Basics
• You have taken assignment of a couple of SaaS Account tickets
• You have shadowed some customer calls
• You understand how to ask for help through the different channels
• You know which views/dashboards to work from within Zendesk
• You understand the organizational structure of GitLab
• You understand what the Success of your Support Global Group means

Leading Customer-Facing Video Interactions

• You have started/working through these modules:
  • Omnibus GitLab training module
  • GitLab.com prod console
  • License & Renewals module
• You have led customer calls
• You have submitted MRs

Refining Your Documentation

• You can triage/solve SaaS, Self-Managed and L&R tickets - your initial Support Learning Pathway is complete!
• You have confidence contributing to crush and pairing sessions
• You have gotten to know more folks outside your region or outside of Support
• You have started/working through the Documentation module

Participate in Upgrade Assistance

• You have been DRI on upgrade assistance tickets
• You are comfortable initiating customer calls as necessary
• You have updated your Areas of Focus in the Support Team Page
• You have discussed which on-call roster you will be working towards (CMOC or Customer Emergencies) with your manager

On-call, Onboarding Buddy and Technical Assessment Interview Rotations

• You have begun shadowing for addition to the on-call roster for Customer Emergencies or CMOC
• You are ready to be nominated as an Onboarding buddy for new team members
• You are working towards completion of the Technical Assessment Interview module
• You have scheduled in The 90-Day Checkin discussion where several of your onboarding checklist items are reviewed
• You are achieving (or working closely towards) your First 6 months achievable progress