About GitBook
GitBook is building a platform for authoring, publishing, and maintaining documentation. The platform has close to 40,000 sign-ups per month, over 100,000 monthly active users, and is used by more than 2 million people and thousands of teams. GitBook is profitable and backed by P9 Capital, Notion Capital, and Fly VC.
Responsibilities
•Triage, troubleshoot, and debug customer problems; identify urgent escalations and issues for bug reports or roadmap discussions
•Document complex issues with reproduction steps and relevant logs, and work with Engineering to resolve them
•Support customers through the Helpdesk, Slack, or Teams on topics including Authenticated Access, SAML SSO, monorepos, and redirects
•Ask follow-up questions to understand customer goals, help customers get more from GitBook, and build relationships that encourage honest feedback
•Identify recurring bugs, friction points, and feature requests; quantify their impact, suggest workarounds, and provide evidence-based recommendations to Product, Engineering, and Design
•Improve support prioritization, triage, and automation processes
•Take initiative with limited guidance and share ideas and concerns
Requirements
•Knowledge of Git, GitHub/GitLab, SAML SSO, DNS, and web fundamentals such as caching and redirects
•Ability to review code, test APIs, and understand OpenAPI specifications
•Familiarity with AI and LLM tools, including MCP, and awareness of new developments
•Ability to explain complex issues clearly in writing and conversation
•Ability to prioritize a busy support queue, investigate issues, and escalate when needed
•Systems thinking, ownership, adaptability, and effective remote collaboration
•Curiosity about technology, AI, documentation, and developer tools
Conditions
•Location: Europe, within approximately 3 hours (timezone)
•Hiring process: a 30-minute screening interview, a 45-minute technical interview, a technical exercise, a 45–60-minute meeting with the Hiring Manager and Support Team, and a 30-minute meeting with the CEO. The process may include additional steps, such as a work sample
