Customer Support Engineering, Sr. Manager
Twelve Labs- Full Time
- Senior (5 to 8 years)
Candidates should possess experience in managing customer-facing cases throughout the entire support lifecycle, from initial customer inquiry to triage and reproduction. They should be proficient in resolving issues via Zendesk tickets, merge requests, email, and video conferencing. Experience with Self-managed and GitLab.com (SaaS) customers is required, along with the ability to proactively understand customer environments, business objectives, and challenges. Strong collaboration skills with Product, Development, Infrastructure, Customer Success, and Sales teams are also necessary. Experience with strace, log files, and ChatOps is beneficial.
The role involves initially supporting a mix of Self-managed and GitLab.com (SaaS) customers, transitioning to assigned accounts, advocating for customers by anticipating their needs and providing tailored solutions, collaborating with various teams to build new features and fix bugs, creating and updating documentation, participating in on-call coverage, and participating in hiring processes by reviewing applications and assessments. Additionally, the role entails contributing to source code, improving documentation, and building more efficient support processes within the issue tracker.
Unified DevOps platform for software development
GitLab offers a DevOps platform that simplifies the software development process by providing a single application for collaboration, visibility, and speed. The platform integrates various tools needed for software development, which helps teams manage their projects more efficiently without juggling multiple tools. This allows companies to concentrate on enhancing their products instead of spending too much time on builds. GitLab serves a wide range of clients, including large corporations from different industries, demonstrating its versatility. The company operates on a subscription-based model, where clients pay for access to the platform, which includes features for continuous integration and deployment. GitLab also provides free trials and regularly updates its platform to deliver ongoing value to its users. By customizing its offerings and partnering with other technology providers, GitLab aims to enhance its ecosystem and drive revenue.