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GitBook is a platform for authoring, publishing, and maintaining documentation, used by 2M+ people and thousands of teams including Zoom, FedEx, Nvidia, Snyk, and Google. The company is profitable and backed by P9 Capital, Notion Capital, and Fly VC, with a distributed team across 15 countries.
As a Technical Support Specialist, you will be a key function in strengthening customer trust. You'll help technical teams document and share knowledge using GitBook, answering product questions and troubleshooting issues with custom domains, integrations, APIs, SSO/SAML, and bugs. You'll leverage your knowledge of Git, DNS, and ability to read logs across platforms to track down problems. You'll maintain first-response time, resolution time, and CSAT metrics while sharing recurring feedback with Product and Engineering to improve the platform.
Key responsibilities include:
- Triaging, troubleshooting, and debugging customer problems, determining what needs urgent escalation versus bug reports or roadmap discussions
- Supporting customers via Helpdesk, Slack, or Teams with technical issues ranging from authenticated access and SAML SSO to monorepos and redirects
- Turning support interactions into product insights by spotting recurring bugs, friction points, and feature requests with evidence-based recommendations
- Helping the support team improve prioritization, triage, and automation processes with limited guidance and initiative
- Documenting complex issues with reproduction steps and relevant logs, working with Engineering to resolve them
- Building customer relationships and understanding their goals to help them get more value from GitBook
You'll be valued for technical foundations in Git, GitHub/GitLab, SAML SSO, DNS, and web fundamentals; developer fluency with code review, API testing, and OpenAPI specifications; AI forward thinking with familiarity of LLM tools and MCP; customer empathy and clear communication; ability to prioritize under pressure; systems thinking that prevents future issues; remote collaboration skills; autonomy and adaptability; and market curiosity about technology and developer tools trends.
REQUIREMENTS:
- Knowledge of Git, GitHub/GitLab, SAML SSO, DNS, and web fundamentals (caching, redirects)
- Comfort reviewing code, testing APIs, and understanding OpenAPI specifications
- Familiarity with AI and LLM tools (including MCP) and ability to keep up with new developments
- Strong customer empathy and clear written and verbal communication skills
- Ability to prioritize and manage a busy queue with quick, thoughtful responses
- Systems thinking approach to problem-solving
- Remote collaboration and async communication skills
- Ownership mentality with adaptability to evolving products and processes
- Interest in technology, AI, documentation, and developer tools trends
