Vacancies 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

go to method of application »

• Account Executive, Mid-market (AE) will report to a Regional Director
• Act as a primary point of contact and the face of GitLab for our Mid Market prospects.
• Contribute to root cause analyses on wins/losses.
• Communicate lessons learned to the team, including account managers, the marketing team, and the technical team.
• Take ownership of your book of business
• document the buying criteria
• document the buying process
• document next steps and owners
• ensure pipeline accuracy based on evidence and not hope
• Contribute to documenting improvements in our sales handbook .
• Provide account leadership and direction in the pre- and post-sales process
• Be the voice of the customer by contributing product ideas to our public issue tracker

Requirements

• A true desire to see customers benefit from the investment they make with you
• 5+ years of experience with Enterprise Software sales
• Interest in GitLab, and open source software
• Ability to leverage established relationships and proven sales techniques for success
• Effective communicator, strong interpersonal skills
• Motivated, driven and results oriented
• Excellent negotiation, presentation and closing skills
• Preferred experience with Git, Software Development Tools, Application Lifecycle Management
• You share our values , and work in accordance with those values.

Hiring Process
Candidates for this position can expect the hiring process to follow the order below. Please keep in mind that candidates can be declined from the position at any stage of the process. To learn more about someone who may be conducting the interview, find her/his job title on our team page .

• Qualified candidates receive a short questionnaire from our Global Recruiters
• What would differentiate you and make you a great account executive for GitLab?
• What is your knowledge of the space that GitLab is in? (i.e. Industry Trends)
• How do you see the developer tools changing over the coming years from a sales perspective? (i.e. Competitive Positioning, Customer Needs, etc)
• Selected candidates will be invited to schedule a screening call with our Global Recruiters
• Next, candidates will be invited to schedule a first interview with Sales Director - US
• Candidates will then be invited to schedule a second interview with Sales Director - EMEA
• Candidates will be invited to schedule a third interview with our CRO
• Finally, candidates will interview with our CEO
• Successful candidates will subsequently be made an offer via email

Additional details about our process can be found on our hiring page .
Specialties
We are seeking proven, quota-carrying sales performers to help us grow our enterprise customer base within the Financial Service sector. Responsibilities include generating new logo business and generating new business in existing accounts.
Financial Services Responsibilities

• Act as a primary point of contact and the face of GitLab for our Financial Services prospects/clients.
• Lead qualification for all Financial Services leads and sales opportunities
• Up-selling and leveraging business from new and established customer relationships

Requirements

• Strong understanding of the financial services industry and 3-5 years experience selling into brokerage, banking, wealth/asset management or payments accounts
• Account planning and execution skills
• Ability to sell C-Level and across both IT and business units
• A proven track record of driving and closing enterprise deals
• 7+ years of solution sales experience
• Ability to maintain a high level of productivity, manage multiple competing priorities, and work effectively under the pressure of time constraints in a fast-paced, complex, collaborative, and team-oriented environment

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As a Senior Manager, Technical Writing at GitLab, you will be responsible for growing and managing a team of talented Technical Writing Managers. Each of these Technical Writing Managers oversees a team of Technical Writers who are embedded in cross-functional, stage group teams . We follow a Git-based, docs-as-code workflow, adopting a Docs-first methodology in our documentation practices. The work you will oversee will be impactful and highly visible to millions of our users across the globe.

What you can expect in a Senior Manager, Technical Writing role at GitLab:

• You’ll advocate for good documentation practices, continually looking to improve the workflow of Technical Writing Managers and Technical Writers, while ensuring our docs-first methodology is visible across our engineering and product function.
• You’ll create space for collaboration within our Technical Writing team.
• You’ll foster deep relationships between Technical Writing, UX, Product, Customer Support, Engineering, and other cross-functional partners.
• You’ll work with your direct reports to build out a documentation strategy for their respective stage groups.
• You’ll build out a career development plan for Technical Writers and Technical Writing Managers .
• Your approach to management should be informed by our view on what is required of a Manager at GitLab . Here, we default to asynchronous communication, so your management style will need to work in the context of our all-remote, global team .
• You'll lead the effort to improve the experience of our documentation site.
• You’ll collaborate with our UX Director to define OKRs for our documentation practice. These OKRs will shape your team’s process, define your responsibilities as a manager, and feed into the responsibilities of your direct reports.
• You’ll play a part in the evolution of our UX and documentation culture as we take the next steps in expansion.
• You’ll enable community contributions and advocate for their importance within the team.
• You’ll champion the importance of participation in critiques, content creation, and speaking engagements.
• You’ll foster a safe space for your team, somewhere they’re comfortable sharing feedback and advocating for change they see as necessary.
• You’ll play a big part in hiring a team of world-class Technical Writers and Technical Writing Managers. Our growth is set to continue as we mature our product, and you’ll need to be highly engaged in the recruiting process as we scale our team across the globe.

Projects you might work on as Senior Manager, Technical Writing:

When working with your direct reports and the UX Director, you’ll define a strategy for documentation and content design for each of our product categories . You’ll also work with cross-functional partners to identify and remedy pain points in our documentation process .

You Should Apply If

• You’ve got experience managing a team of Technical Writers who are documenting complex web applications, enterprise software, or developer tooling.
• You've managed the user experience of a large documentation site and can clearly show the role you played in making it great.
• Your knowledge, vision, and experience will enable you to play a key role in shaping the next evolution of DevOps tooling.
• You’ve got experience overseeing a team that uses static site generators and manages docs as code.
• You’re comfortable developing a department in a rapidly scaling start-up environment.
• You’re driven to manage a team that is documenting a complex product with cross-functional users and continually evolving needs.
• Mentoring, leading, and growing your team is truly motivating to you.
• You’ll thrive in our all-remote environment where communication is largely asynchronous .
• Our values of collaboration, results, efficiency, diversity, iteration, and transparency resonate with you.
• You'll thrive in an environment where self-learning and self-service are encouraged and instilled as a part of our culture.