Kenneth Chu - New Support Team Member Onboarding Module
module: New Support Team Member Start Here
area: Making Support Better
level: Beginner
maintainer: vijirao
pathways:
support-engineer-onboarding:
position: 1
support-manager-onboarding:
position: 1
Introduction
Welcome to the Support Team, we are so excited that you've joined us!
As you work through this onboarding issue, remember that this issue is non-confidential and is public. Please do not add any confidential data such as customer names, logs, etc. to this issue. Linking to the appropriate Zendesk ticket is OK!
Your Onboarding Buddy: @anton
Goals of this checklist
Keep this issue open until you complete the onboarding pathway modules shown below for your role to track your onboarding modules. Once you have completed them and had a discussion with your manager, close this issue.
General Timeline and Expectations
- Read about our Support Onboarding process
- the page also shows you the different modules you'll need to complete as part of your onboarding, duration, and other general information
- It should take you approximately 5 to 6 weeks to complete all the modules that make up your onboarding pathway
Support Engineer onboarding pathway
Note: When you've completed the onboarding pathway, speak with your manager and choose your first area of focus (usually "GitLab.com SAAS Support" or "Self-Managed Support")
- Each of the modules listed below have an issue template in our Support Training project. To create your training issue, create a new issue in the project and select the related template, set the title to "
Your Name
:module name
", assign it to yourself, and save.
- New Support Team Member Start Here (This issue)
-
Git & GitLab Basics -
Installation & Administration Basics -
GitLab Support Basics -
Customer Service Skills -
Zendesk Basics -
Working on Tickets -
Documentation - Completion not required before closing the onboarding issue
Final Steps, Onboarding Feedback & Documentation
-
Have a chat with your manager about getting yourself added to the Support Team Sync meeting rotation as Chair and Note-taker. Note: This is not required for team members in the US as the format for team calls is currently different there.
Keeping our documentation and workflows up to date will ensure that all Support team members will be able to access and learn from the best practices of the past. Giving feedback about your onboarding experience will ensure that this document is always up to date, and those coming after you will have an easier time coming in.
-
Schedule a call with your manager to discuss your onboarding issue or integrate this into your 1:1. Answer the following questions: - What was most helpful?
- What do you wish existed in your onboarding, but does not?
- In which areas do you still not feel confident?
- In which areas do you feel strong?
-
Make an update to one or more Support training module templates to make it better and link them below. The files are located in an issue template in the support-training repository.