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GitBook
GitBook
11 – 50 Angajați
B2BProductivitate
GitBook oferă o platformă de documentație și gestionare a cunoștințelor pentru echipele tehnice. Software-ul său de productivitate B2B ajută organizațiile să creeze, să organizeze, să întrețină și să îmbunătățească documentația tehnică, cu integrări pentru Slack, GitHub și VS Code. Funcțiile de căutare și informațiile bazate pe inteligență artificială ajută echipele să găsească informații relevante și să mențină o sursă comună și de încredere pentru cunoștințele lor tehnice.
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Locurile de muncă ale companiei

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.

EUUniunea EuropeanăRemoteNormă întreagăNivel mediuSeniorLimbă Obligatorie: englezăAsistență IT
DNS

Descriere

  • 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

Cerințe

  • 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

Beneficii

  • 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

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