FY23-Q3 OKR: Action on onboarding experience feedback collected from new hires

Tied to Ally: https://app.ally.io/objectives/2269275

Goal

Action on feedback while ensuring days to first ticket reply remains within 28-30 days for Support Engineers.

Based on feedback from #4520 (closed)

Improvement action items

1. Create a meta issue for JamesL regarding US Fed specific onboarding pieces. #4607 (closed)
2. Guidance/recommendations on onboarding buddy role: time commitment/focus, meeting cadence. Note: Have NR review: gitlab-com/www-gitlab-com!112662 (merged)
3. Check that we have guidance on when SEs start answering tickets. Maybe something more explicit in: https://about.gitlab.com/handbook/support/training/#gitlab-support-learning-pathway | gitlab-com/www-gitlab-com!112671 (merged)
4. Add guidance on order/timing if someone has prior experience administering GitLab: gitlab-com/www-gitlab-com!112765 (merged)
5. Guidance on who to assign MRs for review: add link to support-training readme. support-training!1064 (merged)
6. Clarify order of modules is not strict. support-training!1047 (merged)
7. Follow up on early SGG assignment, especially since we added it as a recommendation for pairing. https://gitlab.com/gitlab-com/people-group/people-operations/employment-templates/-/merge_requests/1859/diffs
8. Review onboarding to better promote Help Sessions/getting help. support-training!1088 (merged)

Specific modules:

1. GitLab Basics: Add Project Management Certified course (check if in another training): https://levelup.gitlab.com/learn/course/gitlab-certified-project-management-specialist-bundle/course-material/gitlab-certified-project-management-associate | support-training!1065 (merged)
   • Short, provides overview of how things (groups, epics) are organized in GitLab.
2. GitLab Basics: Review links (less feature comparison links?) support-training!1065 (merged)
3. ZD Basics: Remove SFDC from needs-org training/handbook: support-training!1021 (merged) & gitlab-com/www-gitlab-com!107887 (merged)
4. Working on Tickets: Clarify expectations of pairing during onboarding. support-training!1048 (merged)
5. Docs module updates: Clarify who to assign to: support-training!1063 (merged)
6. Docs module: add a note on finding the docs.gitlab.com page from repo file. Nav/folder structure not 1:1. support-training!1066 (merged)
7. Create issue to fully review CEOC, CMOC, and emergency booster training to reduce overlap/repetition. #4700 (closed)