Updating old references

The [Single Source of Truth](/handbook/company/culture/all-remote/remote-work-glossary/#single-source-of-truth-ssot)

for information about Support Team Members - everything from email address and

personal interests to product skills and group memberships - is the

[support-team.yaml file](https://gitlab.com/gitlab-com/support/team/-/blob/master/data/support-team.yaml).

The [Support Team Home Page](https://gitlab-com.gitlab.io/support/team/) is

[support-team project](https://gitlab.com/gitlab-support-readiness/support-team).

The [Support Team Home Page](https://gitlab-support-readiness.gitlab.io/support-team/) is

built from the information in that file. Many other Support tools and

automations make use of it also. See the

[Support team entry page](https://gitlab.com/gitlab-com/support/team/-/wikis/Support-team-entry)

of the [Support Team wiki](https://gitlab.com/gitlab-com/support/team/-/wikis/home)

[Support team entry page](https://gitlab.com/gitlab-support-readiness/support-team/-/wikis/Support-team-entry)

of the [Support Team wiki](https://gitlab.com/gitlab-support-readiness/support-team/-/wikis/home)

for details of the structure of the file.

Information for and about the different parts of the Support Team can be found in the following sections of the Support Handbook:

After getting promoted, make sure to update your title in:

- our [Support team page](https://gitlab.com/gitlab-com/support/team/-/blob/master/data/support-team.yaml), and the change would be reflected in Zendesk

- our [Support team page](https://gitlab.com/gitlab-support-readiness/support-team), and the change would be reflected in Zendesk

- the company team page following the same steps in [Add yourself to the Team Page](/handbook/editing-handbook/#add-yourself-to-the-team-page)

Consider updating the title on Slack and on Zoom, following the guidelines in [Zoom name format](#zoom-name-format).

1. GitLab - helping customers who encounter product-related problems in SaaS (gitlab.com) or self-managed installations

1. License and Renewals - helping customers with License and Renewals problems

To view the team's current distribution among Areas of Focus, see our internal [Support Team info site](https://gitlab-com.gitlab.io/support/team/areas-of-focus).

To view the team's current distribution among Areas of Focus, see our internal [Support Team info site](https://gitlab-support-readiness.gitlab.io/support-team/area-of-focus.html).

During onboarding, your initial area of focus will be made clear.

**What does success look like?**

1. [Pairing sessions](https://gitlab.com/gitlab-com/support/support-pairing). You can see how you're doing on this [pairing summary page](https://gitlab-com.gitlab.io/support/team/pairings)

1. [Pairing sessions](https://gitlab.com/gitlab-com/support/support-pairing). You can see how you're doing on this [pairing summary page](https://gitlab-support-readiness.gitlab.io/support-team/pairings.html)

1. Ask and answer questions in Slack. (We don't have a way to easily make this visible, but feel free to share things you're proud of with your manager in your 1:1 notes doc.)

1. If you have volunteered to be a [Support Stable Counterpart](/handbook/support/#support-stable-counterpart), collaborate with the group(s) you are assigned to and share knowledge with the Support Team.

1. There are many other ways you can collaborate. Make a note of your collaborations in your 1:1 notes doc.

1. Follow the [OOO Ticket Management](/handbook/support/workflows/ooo-ticket-management)

   process to arrange for others to take care of your tickets in your absence.

1. To ensure you're not auto-assigned to GDPR requests in case of an extented leave (e.g 2 weeks or longer):

   - Update the corresponding `yaml` file for yourself in the [Support Team project](https://gitlab.com/gitlab-com/support/team/-/tree/master/data/agents?ref_type=heads).

   - Update the corresponding `yaml` file for yourself in the [Support Team project](https://gitlab.com/gitlab-support-readiness/support-team/-/tree/master/data/agents).

   - Change `works_account_deletion: true` to `works_account_deletion: false`

   - Assign the MR to your manager.

   - Make sure to undo this change when you return from OOO.

## Support Learning Pathways

All the learning pathways we have in Support are listed [here](https://gitlab-com.gitlab.io/support/team/skills-by-subject). Each pathway contains a set of modules, and a module may reside in multiple pathways.

All the learning pathways we have in Support are listed [here](https://gitlab-support-readiness.gitlab.io/support-team/skills-by-subject.html). Each pathway contains a set of modules, and a module may reside in multiple pathways.

To create an issue for yourself with one of the module templates:

- Click on the module you want to pursue from the [Skills Catalog](https://gitlab-com.gitlab.io/support/team/skills-catalog) page

- Click on the module you want to pursue from the [Skills Catalog](https://gitlab-support-readiness.gitlab.io/support-team/skills-catalog.html) page

- Title it as ***Your Name*: *Module Name***

- Assign it to yourself

- Now you're all set to follow the instructions in the module!

When these modules are complete:

1. Let your manager know that you are ready to [proceed to the appropriate on-call rotation training](#on-call-rotations).

1. With your manager, discuss how to describe your Area of Focus percentage in the [support-team.yaml page](https://gitlab.com/gitlab-com/support/team/-/blob/master/data/support-team.yaml), removing onboarding.

1. With your manager, discuss how to describe your Area of Focus percentage in the [support-team project](https://gitlab.com/gitlab-support-readiness/support-team), removing onboarding.

### License and Renewals Learning Pathway

  - Walk them through Zendesk and how to use it

  - Answer any questions they have about the [ticket workflow handbook pages](/handbook/support/workflows/)

  - Walk through your own process for choosing and answering tickets

  - Talk about [setting salutations in signature](https://gitlab.com/gitlab-com/support/team/-/merge_requests?scope=all&utf8=%E2%9C%93&state=merged&search=salutation)

  - Talk about [setting salutations in signature](https://gitlab.com/gitlab-support-readiness/support-team/-/wikis/Support-team-entry/Zendesk#zendesk-hash-object)

  - Show them how to create a ticket pairing issue

  - While trying to help them feel comfortable, we also want new SEs to develop the [low level of shame](/handbook/values/#low-level-of-shame) value by going out of their comfort zone. Stress that there are no stupid questions (maybe share the most recent "silly question" that you asked) and encourage them to ask questions in different public Slack channels

  - Have them setup pairings with different subject matter experts when they feel stuck on a topic