From the listing
About the role
As a Technical Support Specialist, you'll help technical teams document and share what they know with GitBook.
You'll turn what you learn into insight that shapes our roadmap, reduces friction and helps customers succeed long-term.
What you'll do
- Answer product questions and troubleshoot issues with custom domains, integrations, APIs, SSO/SAML and bugs.
- Use your knowledge of Git and DNS, and your ability to read logs across platforms to track down problems.
- Keep first-response time, resolution time, and CSAT on track and share recurring feedback with Product and Engineering to improve GitBook.
- Triage, troubleshoot and debug customer problems, knowing what needs urgent escalation and what belongs in a bug report or roadmap discussion.
- Document complex issues with reproduction steps and relevant logs and work with Engineering to resolve them.
- Help customers through our Helpdesk, Slack or Teams with everything from Authenticated Access and SAML SSO to monorepos and redirects.
- Ask follow-up questions to understand what customers are trying to achieve, help them get more from GitBook and build relationships where they feel comfortable sharing honest feedback.
- Spot recurring bugs, friction points and feature requests. Quantify their impact, suggest workarounds and bring clear, evidence-based recommendations to Product, Engineering and Design.
- Help our small team improve how we prioritize, triage and automate support.
- Work with evolving processes rather than a fixed playbook, take initiative with limited guidance and speak up with ideas and concerns.
From the company page
Gitbook benefits
◉ Remote policy · in their words
“Forget that daily commute. You can work remotely from wherever in the world you want to.”
Pulled from their careers page · verified by Atlas
The hot takeJeff's read on Gitbook
They're small, but mighty! I so so so wish some of these smaller companies hired more often, but then they wouldn't be small companies! It's a trade off. And like most small companies (that really care), they feel very personal, real and relatable.
Here's some things I like:
- 🌎 Work from anywhere: to work remotely wherever you want to
- 🌴 Flex hours & PTO: "to enjoy flexible working hours and unlimited vacation time."
- 🏡 Tech budget: "to benefit from a dedicated budget for home office set-up."
- 🍼 Parental leave: "to get 16 weeks parental leave to welcome a child (or children!)"
🏄 Retreats: "to enjoy working with a supportive, collaborative team and spend time together during team off-sites."