Support Engineer

Full time / Remote / Europe

👋 A little about us

GitBook is a modern documentation platform. Our ambition is to empower technical teams by seamlessly integrating knowledge management into their existing asynchronous workflows. GitBook is now used by over 2M users and thousands of teams such as Adobe, Netflix, Apple, Snyk, and Google and backed by top partners such as P9 Capital, Notion Capital and Fly VC.

Why are we opening this position?

We are growing and focused on evolving our technical product capabilities along with our core team structures, processes, and practices. After more than doubling our revenue in 2021, we are on the lookout for a Support Engineer to join our Support team and to be an integral part of our journey of rapid growth. 🚀
With this in mind we're looking for a Support Engineer in Europe to help us build a reliable product thanks to continuous improvements arising from delivering an outstanding support experience to our users.

What will you be doing?

You'll join our growing support team of empathic folks:
Our current mission is to provide exceptional support and reduce requests through product improvements and better documentation.
You will play a big role in reducing requests through product improvements. We are proud of how closely Support participates in our product delivery process. This means we work pretty close with Engineering and Product. Through your work of investigating, understanding, and describing customer issues, you will help Engineers improve the product.
On a daily basis, you will have a direct impact on our users. You will provide support to our customers using an email based helpdesk app. We use Help Scout nowadays.
You will spend 80% of your work in support related topics. That includes, triaging, helping with notes in Help Scout tickets, investigating customer issues, helping Support Generalists and other colleagues with internal support, working closely with Engineering, capturing bugs, collecting information about them, and helping on-call engineers figure out what the issue is, while maintaining communication with the customers. We want to keep healthy levels of first response time and customer satisfaction. You will stay informed of what is flowing in and let users or Support Generalists know when what has been reported is a known issue.
You will also spend 20% of your time on proactive things. For example, writing playbooks for our Support Generalists, participating in product delivery preparing the team for new features, working on supportability tools and more. Also, acquiring new skills. And, in general, participating or leading initiatives tied to our objectives.

You will be valued for your‌

  • stellar communication skills in English, both written and spoken
  • genuine compassion and empathy towards users
  • strong willingness and passion for helping others
  • past experience working in a SaaS company
  • ability to understand if something is a bug, investigate it deeply, and report it properly
  • deep technical knowledge around how the web works and technologies such as JavaScript, React, Google Cloud, Firestore, and more
  • light weight programming skills or scripting with JavaScript
  • having worked with git repositories and the GitHub/GitLab platforms
  • experience capturing feedback and communicating it to product teams
  • ability to thrive in an asynchronous and remote working environment
  • attention to detail, organizational skills, and amazing time management skills
  • ability to manage and prioritize a wide range of support requests at various stages
  • ability to quickly adapt to changing priorities and incidents
  • positive energy ☀️

What's next?

Please apply by Monday, October 10 at 5:00PM Central European Time (CET). Introduce yourself to us as a colleague. Tell us why you want this job and why you’d like to work at GitBook. As a fully remote company we rely on written asynchronous communication a lot. We value great writers, so be yourself, be creative, and take your time.
First, we will take the time to review your application and we will get back to you, regardless of our decision. We can't promise detailed feedback due to the volume, but we will send out a response.
We'll continue with interviews and the asynchronous communication.
Here's what our process will look like from beginning to end:
  1. 1.
    Discovery call (25 minutes) with our Talent Acquisition Manager to look for healthy alignment.
  2. 2.
    Chat with Petros (25 minutes) with Petros, our Head of Support, to learn more about you.
  3. 3.
    Asynchronous communication (condensed, no more than 3 hours of your time), we invite you to a private space where we collaborate using written asynchronous communication. You will learn how to use GitBook and answer a couple of hypothetical support requests (based on real cases) as an exercise.
  4. 4.
    Meet the team (50 minutes) with two peers across GitBook, to confirm that you will thrive in our culture and answer any questions about what it's like working here.

👥 Join GitBook

You will be joining during a pivotal moment for GitBook. We've enjoyed great success since we were founded, and now we're taking conscious steps to take our company to the next level.
That means you will have the opportunity to build, positively impact the trajectory of the company and enjoy the benefits of helping grow our company 20x.
Every single team member is a valuable addition to our culture, so it's important for us to state our company values:
  • 🚀 Ambition (Aim higher)
  • ✊ Ownership (Take control and Own it)
  • 📈 Accountability (Be accountable to results)
  • 🙋‍♀️ Care (Give a sh*t)
  • 🏃‍♂️ Train (Grow yourself)
  • 🤝 Genuine (Say it and accept it)
  • 👯‍♂️ Team player (Leverage the team)
  • 🏗 Architect (Plan & Build)

🖱How to apply?

Send us your application here!