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

Contributing Back to Your Peers and the Team

  • You have completed:
  • 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

Leading Customer-Facing Video Interactions

Refining Your Documentation

  • You can triage/solve SaaS, Self-Managed, Dedicated 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 (does not apply to Associate)

On-call, Onboarding Buddy and Technical Assessment Interview Rotations

Last modified June 3, 2025: Added links to training modules (30fa2040)