Support Operations Specialist at GitLab Inc.

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!

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.

Required Skills/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

Desired Skills

• 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