Job Description
As a Support Operations Specialist, you will be responsible for supporting the day-to-day operations and software systems used by GitLab’s global Technical Support team, primarily our Zendesk instance, and integrations with internal business processes and tools. You will be able to juggle a diverse workload that includes everything from managing user provisioning to troubleshooting custom applications in support of a global organization. As we rely on our systems to support and scale the organization, you will be the backbone and the foundation to our success!
Duties and Responsibilities
Develop a flexible process and tool execution strategy to support the growth and scalability objectives of GitLab Support and company wide initiatives.
Own and drive projects to completion in agreement with relevant stakeholders in a cross-departmental function.
Manage a fast-paced queue of support operations requests, prioritize requests according to business impact, and drive to appropriate completion dates.
Support and maintain several business critical SaaS systems (e.g. Zendesk Suite, GitLab, Slack, SFDC, Google groups, Zendesk Insights/Explore, and GitLab internal systems) including user administration in accordance with written and audited security controls and configuration changes when needed.
Develop and maintain system failover processes for customer facing Zendesk apps.
Provide support and troubleshooting for our Support systems, including App integration, tagging, macros, automations, etc. when necessary.
Maintain and demonstrate 100% compliance with all written security policies and change management controls and assist with quarterly audits of user access to key systems.
Understand internal customer's needs and business context to provide outstanding support and maintain high customer satisfaction.
Assist with implementation of new systems as needed to support evolving processes and critically evaluate our use of systems with a view to improve global efficiency.
Qualifications and Experience
1-3 years experience in SaaS support with proven ability to support diverse customers needs with skill and humor
Zendesk Administrator or equivalent enterprise application system administration experience preferred with the ability to gain Zendesk Administrator Certification within 6 months of start date required.
Demonstrated technical aptitude for, and experience supporting, client-server and/or web-based applications and SaaS/PaaS solutions
Proven ability to solve practical business problems
Understanding of business processes and ability to translate business requirements into application functionality
Zendesk enthusiast who thrives on working in a fast-paced and changing environment
Strong team player with service-oriented attitude and customer focus
Excellent written and verbal communication
BA/BS Degree or equivalent work experience
An eye for detail and out-of-the-box thinking
You share our values, and work in accordance with those values
Successful completion of a background check
Demonstrated understanding of technical software support processes and concepts
Experience in CRM or a related industry
Familiarity with change management processes and risk control compliance
Experience working on the Zendesk platform as an agent or developer
Experience with enterprise integration tools
