Technical Support Specialist
GitBook
About the position
Join a dynamic team as a Technical Support Specialist, helping customers troubleshoot issues and improve their experience with GitBook. You'll play a key role in shaping product insights and enhancing customer trust.
Tech stack
- git
- github
- gitlab
- saml
- dns
- api
- ai
Requirements
Required:
- You know Git, GitHub/GitLab, SAML SSO, DNS and web fundamentals such as caching and redirects
- You’re comfortable reviewing code, testing APIs and understanding OpenAPI specifications to support customers using our Integrations Platform
- You listen carefully and explain complex issues simply both in writing and conversation with a friendly tone
- You keep a busy queue moving with quick thoughtful replies while investigating deeper issues
Nice to have:
- You’re familiar with AI and LLM tools and keep up with new developments
- You take ownership, try things, ask for help when needed and learn as the product and team evolve
- You follow how technology, AI, documentation and developer tools are changing and where GitBook fits
Responsibilities
- Triage, troubleshoot and debug customer problems, knowing what needs urgent escalation
- Help customers through our Helpdesk, Slack or Teams with everything from Authenticated Access and SAML SSO to monorepos and redirects
- Spot recurring bugs, friction points and feature requests, and bring clear, evidence-based recommendations to Product, Engineering and Design
- Help our small team improve how we prioritize, triage and automate support
Recruitment Process
Application Review
Technical Interview
Interview with Support team member (technical interview) - 45 minutes
Technical Exercise
Team Interview
Meeting Hiring Manager + Support Team - 45-60 minutes
CEO Interview
Meeting our CEO - 30 minutes
Offer
Application Review
Technical Interview
Interview with Support team member (technical interview) - 45 minutes
Technical Exercise
Team Interview
Meeting Hiring Manager + Support Team - 45-60 minutes
CEO Interview
Meeting our CEO - 30 minutes
Offer