LogoFresh Jobs Ahead
GitBook
GitBook
11 – 50 Employees
B2BProductivity
GitBook provides a documentation and knowledge platform for technical teams. Its B2B productivity software helps organizations create, organize, maintain, and improve technical documentation, with integrations for Slack, GitHub, and VS Code. AI-powered search and insights help teams find relevant information and maintain a shared source of truth for their technical knowledge.
LinkedIn
Company Jobs

Technical Support Specialist - GitBook Europe Remote

Troubleshoot GitBook issues involving APIs, SSO, integrations, DNS, and documentation workflows. Translate customer support insights into product improvements and roadmap recommendations.

EUEuropean UnionRemoteFull-timeMiddleSeniorEnglish RequiredIT Support
DNS

Description

  • Investigate and resolve high-impact customer problems through structured triage and debugging
  • Assess whether issues need urgent escalation, bug reports, or roadmap consideration
  • Record complex problems with clear reproduction steps and supporting logs
  • Partner with Engineering to drive customer issues toward resolution
  • Assist customers through Helpdesk, Slack, and Teams
  • Help customers use Authenticated Access, SAML SSO, monorepos, redirects, and other GitBook capabilities
  • Clarify customer goals through follow-up questions and help them gain more value from GitBook
  • Develop customer relationships while collecting candid feedback
  • Spot recurring bugs, usability obstacles, and feature requests
  • Measure impact, propose workarounds, and give Product, Engineering, and Design evidence-based recommendations
  • Refine support prioritization, triage, and automation workflows
  • Monitor first-response time, resolution time, and CSAT
  • Convert support findings into product and roadmap insights

Requirements

  • Strong technical grounding in Git, GitHub or GitLab, SAML SSO, DNS, caching, redirects, and web fundamentals
  • Confidence reviewing code, testing APIs, and interpreting OpenAPI specifications
  • Familiarity with AI and LLM tools, including MCP
  • Ability to interpret logs across multiple platforms
  • Experience troubleshooting custom domains, integrations, APIs, SSO/SAML, and software bugs
  • Excellent written and verbal communication, with the ability to make complex issues easy to understand
  • Ability to prioritize and manage a demanding support queue under pressure
  • Skill in identifying root causes and reducing repeat issues
  • Ability to collaborate remotely, work asynchronously, and join calls when required
  • Self-directed approach with adaptability, ownership, and willingness to learn as the product changes
  • Genuine interest in technology, AI, documentation, and developer tools

Benefits

  • Remote work arrangement
  • Ability to influence GitBook’s product, processes, customer experience, and culture
  • Work with a distributed team spanning North America, Europe, and Asia
  • Opportunity to improve automation, self-service, and intelligent workflows
  • Direct feedback channels with Product, Engineering, and Design
  • Professional development through evolving processes and varied technical challenges

Related Jobs

Knowtion Health

Remote Talent Acquisition Manager

Knowtion Health
501 – 1,000 Employees
H1B Visa SponsorConsultingInsuranceLogistics
USUnited StatesALAlabamaAZArizonaFLFloridaIDIdahoKSKansasMEMaineMIMichiganMSMississippiMOMissouriNMNew MexicoNCNorth CarolinaOKOklahomaPAPennsylvaniaSCSouth CarolinaTNTennesseeTXTexasVAVirginiaWVWest VirginiaWIWisconsinRemoteFull-timeJuniorMiddleEnglish RequiredRecruitment

Oversee recruiting systems, requisitions, analytics, and contingent workforce operations at Knowtion Health. Help support scalable hiring processes for a growing healthcare company.

Open