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.

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

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

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
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
You have submitted MRs
You have created issues

You have completed:
- GitLab-com SaaS Account Basics (associate and intermediate only)
- 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 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

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)

You have begun shadowing for addition to the on-call roster for Customer Emergencies or CMOC (does not apply to Associate)
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