Technical Support Specialist

This is a fully remote position, open to applicants in Europe.

📋 Description

• Assess, diagnose, and resolve significant customer issues.

• Identify situations that necessitate immediate escalation, a bug report, or a discussion for the roadmap.

• Record intricate issues along with steps to reproduce them and pertinent logs.

• Collaborate with the Engineering team to address customer concerns.

• Provide customer support via Helpdesk, Slack, and Teams.

• Assist customers with Authenticated Access, SAML SSO, monorepos, redirects, and various GitBook functionalities.

• Engage in follow-up inquiries to comprehend customer objectives and enhance their experience with GitBook.

• Foster customer relationships and collect candid feedback.

• Recognize recurring bugs, areas of friction, and feature requests.

• Assess impact, propose workarounds, and deliver evidence-based suggestions to Product, Engineering, and Design teams.

• Enhance support prioritization, triage, and automation workflows.

• Monitor first-response times, resolution times, and customer satisfaction (CSAT).

• Convert support insights into valuable product and roadmap contributions.

⛳️ Requirements

• Proficient technical understanding of Git, GitHub/GitLab, SAML SSO, DNS, caching, redirects, and web fundamentals.

• Comfortable analyzing code, testing APIs, and interpreting OpenAPI specifications.

• Familiarity with AI and LLM tools, including MCP.

• Capability to read logs across different platforms.

• Proficient in troubleshooting custom domains, integrations, APIs, SSO/SAML, and bugs.

• Strong written and verbal communication skills, with the ability to clarify complex issues in a simple manner.

• Skilled in prioritizing and managing a busy support queue under pressure.

• Ability to identify root causes and mitigate recurring issues.

• Competent in collaborating remotely, working asynchronously, and joining calls as required.

• Capable of working independently, adapting, taking ownership, and learning as the product progresses.

• A keen interest in technology, AI, documentation, and developer tools.

🏝️ Benefits

• Flexible remote work options.

• Chance to influence GitBook’s product, processes, customer experience, and organizational culture.

• Collaboration with a global team spanning North America, Europe, and Asia.

• Opportunities to contribute to automation, self-service solutions, and improved workflows.

• Direct opportunities to provide feedback to Product, Engineering, and Design teams.

• Professional development through evolving processes and diverse technical tasks.