Modularize the onboarding issue into smaller chunks that can be reused for different roles

Viji Raorequested to merge
viji-modules into master

As discussed in issues 2160 and 2345, this MR

  • Breaks the current support engineer onboarding into chunks and introduces 3 new onboarding modules: Customer Service Skills, Zendesk Basics, Support Manager Basics & New Support Team Member Start Here.
  • Adds bookmarking the ZD support reference to the ZenDesk basics bootcamp issue.

Updated pathways

  1. Support Engineer onboarding
    1. New Support Team Member Start Here
    2. Git & GitLab Basics
    3. Installation & Administration Basics
    4. GitLab Support Basics
    5. Customer Service Skills
    6. Zendesk Basics
    7. Working on Tickets
  2. Support Manager onboarding
    1. New Support Team Member Start Here
    2. Support Manager Basics
    3. Git & GitLab Basics
    4. GitLab Support Basics
    5. Zendesk Basics
  3. GitLab.com SAAS Support Basics
    1. GitLab.com SAAS Basics
    2. on-call CMOC
  4. Self-Managed Support Basics
    1. Self-Managed Support Basics
    2. on-call Customer Emergencies
  • If this is approved and merged, I will file an MR to update our Support Onboarding handbook page to add further details and document the onboarding pathway by role.

Note: https://gitlab.com/gitlab-com/people-group/employment-templates/-/merge_requests/328 has been filed to add the only account related step that was left in the support onboarding template to the company wide onboarding.

cc: @tatkins @gitlab-com/support/managers for feedback, suggestions, approval and merging. Would appreciate feedback by end of 9th July, Thursday.

Edited by Viji Rao

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