Support Generalist (LATAM)

Posted Aug 5

👋 A little about us

GitBook is a modern documentation platform. Our ambition is to empower technical teams by seamlessly integrating knowledge management into their existing asynchronous workflows. We're a fully remote who are building the future of work, inside and outside of our organization.

You will be joining during a pivotal moment for GitBook. We've enjoyed great success since we were founded, and now we're taking conscious steps to take our company to the next level.

That means you will have the opportunity to build, positively impact the trajectory of the company and enjoy the benefits of helping grow our company.

Some things we’re proud of:

💲 Profitable

💼 Backed by top partners such as P9 Capital, Notion Capital and Fly VC

🗺️ Fully-remote team in over 14 countries across North America, Europe and Asia

👩‍💻 The role

As a Support Generalist you will be focused on helping technical teams to collaborate on building and nurturing their teams' knowledge using GitBook.

The role involves helping our users resolve technical issues, troubleshoot common bugs and answer product related questions. To successfully help the users you will develop an understanding of the ways in which technical teams use GitBook, including their usage of automations, integrations and APIs, as well as ability to answer pricing questions or offering advice on structuring the documentation.

You will develop an in depth knowledge of our platform, maintain healthy levels of FRT, RT and CSAT, improve our existing processes and document, and report and spot patterns in customer feedback. You will work closely with the Engineering and Product teams to help improve the experience of using GitBook for our users.

The ultimate outcome of your work is to see GitBook users and customers delighted with the level of support they received, helping them document their technical knowledge seamlessly.

Reporting lines

Reporting directly to the Head of Support.

💪 What will you be doing

Helping our customers

You will spend your day speaking to our customers via email based Helpdesk, understanding their questions or challenges and helping them solve those in a friendly and timely manner.

Troubleshooting, debugging and escalating issues, and documenting them with detailed replication steps

You will triage, troubleshoot and debug user issues developing an understanding of common problems and differentiation between incidents and non urgent issues. You will thoroughly document most complex problems and work closely with the engineering team for a speedy resolution.

Spotting patterns in customer requests and escalating them to the relevant teams

On the day to day basis you will be dealing with wide ranging requests from questions about basic product capabilities to issues with Git Sync. You will be responsible for spotting patters in those requests to identify any larger issues or areas of improvement and relating them to the relevant teams: engineering, product or design.

Documenting product changes and improvements by actively contributing in our community, documentation and changelog

Our team takes proactive action in anticipating future customer requests. We engage in the community, update our product documentation and changelog to help customers self serve as much as possible.

Time distribution

  • Helping customers solve their requests - 75%
  • Documenting feedback and issues and escalating them to relevant parties - 15%
  • Engaging in the community, writing and updating documentation and changelog - 5%
  • Company meetings and internals - 5%

🙌 How your success will be measured

1- How you behave

We follow some cultural principles at GitBook and use them as ways to assess how well we collaborate with each other

2- What outcomes you drive

We will look at your First Response Time, Response Time and the customer satisfaction ratings

We will also discuss how your presence enabled the wider team to effectively prioritise requests from customers and helped our customers make the experience of using GitBook more enjoyable.

🫶You will be valued for

  • Curiosity, passion for the space and our customers: you take your role further by taking proactive action and suggesting improvements in product and processes, understanding the context better and sharing that back to your team.
  • Ability to empathize with the customers, understanding their issues and communicating solutions and workarounds in a friendly tone
  • Your constant willingness to learn and adapt: as GitBook evolves so do customer challenges. Your hunger for knowledge will allow you to look for answers and test your ideas.
  • Written and oral communication capabilities: you are concise and impactful in how you communicate. People understand where your focus is.
  • Your ability to work remotely effectively: you adapt your communication style and medium to the task at hand, know when to use async communication and when to organize a good meeting.
  • Sense of autonomy: you don't let yourself blocked, reach for help when needed.
  • Familiarity with issue management software like Linear (ideal), GitHub, Jira

✨ What's next?

First, we will take the time to review your application and we will get back to you within a week, regardless of our decision.

We know that your time is valuable so we work to move the process along quickly and keep it casual. We're not believers in "gotcha" questions or checking for skills you'll never actually use at GitBook.

Here's what our process will look like:

  • Screening interview with our People Team - 30 minutes
  • Interview with the Head of Support - 45 minutes
  • Peer interview - 60 minutes
  • Meeting our Head of Product - 30 minutes
  • Offer

This process is not set in stone, we might add steps to the process as we go along, like a work sample. We will make sure to keep you posted!

👥 What it's like to work at GitBook

We joke internally that GitBook is the best kept secret. It's not always clear from the outside looking in that we're a great company, with a positive environment and fantastic team. When asked how they describe our culture, this is what came up (in order of how frequently it was mentioned):

  • Supportive, approachable and friendly peers. Everyone is willing to help
  • Flexibility, truly remote company. We can choose when and where we work
  • Transparent. Open communication, feedback is listened to and actioned
  • Safe space. It's ok to fail, we can ask any questions and there's no judgement
  • We care about people and treat them fairly
  • Autonomy & trust by default

Of course we can always get better, and there are some things that you might find frustrating:

  • We're still defining what success looks like for each person and team, and this creates confusion
  • We're working on being more agile and iterating quicker
  • We need to create more opportunities to socialize and connect as people
  • We are (ironically) not great at documentation

The great news is that we're continuously optimizing our culture and you will see that every single team member is a value addition to our culture, and our company values are very present in our day to day:

  • 🚀 Bias towards impactful action
  • 🙋‍♀️ Care (Give a sh*t)
  • 🤝 Transparency
  • 🏗 Keep it simple

Come make your mark on building the future of work with us.

🖱How to apply?

Send us your application here!