Support Hybrid Learning Path Checkpoint

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

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
    • 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