• Engage with our customers — anything from a small advertising firm or a university, to Fortune 100 clients

• Triage customer issues, debug, and find workarounds if possible

• Communicate via email and video conferencing with potential and current clients

• Prepare and provide customer training, and make the training materials widely available

• Improve GitLab through customer interaction

• Submit and comment on bug reports and feature requests based on customer interactions

• Create or update documentation based on customer interactions

• Engage with the development team to escalate bugs, solve problems, or obtain missing information

• Participate in the on-call rotation to provide 24/7 emergency customer response

• Ensure the knowledge we gain from running https://about.gitlab.com is shared with customers and users

• Maintain good ticket performance and satisfaction

• Meet or exceed SLA times consistently

• Reliably respond to on-call emergencies

More information can be found on the support page in the handbook.