Technical Support Specialist

Job not on LinkedIn

🔥 0 minutes ago

🇪🇺 Europe – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

👻 Ghost score 14%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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GitBook

WebsiteLinkedInAll Job Openings

11 - 50 employees

🤝 B2B

⚡ Productivity

💰 Seed Round on 2016-07

B2B • Productivity

GitBook is a company that provides a powerful documentation platform designed for technical teams to manage their knowledge effectively. The tool integrates seamlessly with popular platforms such as Slack, GitHub, and VS Code, allowing teams to effortlessly create, maintain, and improve their documentation. With AI-powered search and insights, it serves as a single source of truth for technical knowledge, simplifying the often challenging task of writing and maintaining documentation.

📋 Description

• Triage, troubleshoot, and debug high-impact customer problems • Determine what requires urgent escalation, a bug report, or a roadmap discussion • Document complex issues with reproduction steps and relevant logs • Work with Engineering to resolve customer issues • Support customers through Helpdesk, Slack, and Teams • Assist customers with Authenticated Access, SAML SSO, monorepos, redirects, and other GitBook functionality • Ask follow-up questions to understand customer goals and help customers get more from GitBook • Build customer relationships and gather honest feedback • Identify recurring bugs, friction points, and feature requests • Quantify impact, suggest workarounds, and provide evidence-based recommendations to Product, Engineering, and Design • Improve support prioritization, triage, and automation processes • Track first-response time, resolution time, and CSAT • Turn support learnings into product and roadmap insights

🎯 Requirements

• Technical knowledge of Git, GitHub/GitLab, SAML SSO, DNS, caching, redirects, and web fundamentals • Comfortable reviewing code, testing APIs, and understanding OpenAPI specifications • Familiarity with AI and LLM tools, including MCP • Ability to read logs across platforms • Ability to troubleshoot custom domains, integrations, APIs, SSO/SAML, and bugs • Strong written and verbal communication skills, with ability to explain complex issues simply • Ability to prioritize and manage a busy support queue under pressure • Ability to identify root causes and prevent recurring issues • Ability to collaborate remotely, work asynchronously, and participate in calls when needed • Ability to work autonomously, adapt, take ownership, and learn as the product evolves • Curiosity about technology, AI, documentation, and developer tools

🏖️ Benefits

• Remote work arrangement • Opportunity to shape GitBook’s product, processes, customer experience, and culture • Collaboration with a distributed team across North America, Europe, and Asia • Opportunity to contribute to automation, self-service, and smarter workflows • Opportunity to share feedback directly with Product, Engineering, and Design • Professional growth through evolving processes and varied technical work