At your service: Support Engineering at GitLab

Lee Matos, Support Team Lead at GitLab, introduces a blog series exploring the role of Support Engineering at the company and how it differs from traditional Customer Service. While Customer Service focuses on client interaction, Support Engineering at GitLab involves technical problem-solving, such as debugging and addressing software issues, with a strong emphasis on transparency. GitLab's public issue trackers allow customers direct insight into product development, thereby shifting the support role from merely managing customer relationships to facilitating direct communication between customers and development teams. This transparency enables the Support Team to delegate ownership of issues to the responsible teams while maintaining customer engagement. The Support Team, comprised of 12 global members, is expanding, particularly targeting hires in EMEA and East Coast America to provide seamless 24/5 service through remote work. Lee expresses enthusiasm for future topics on remote connectivity, team communication, and remote internships as part of the ongoing series.

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