Ideally, the information shared here should have a permanent location such as an issue or merge request. If the notetaker is not available when it is their turn, they should find a substitute. our docs to answer customer queries instead of leaning on Support or Customer for team communications. We are one of the world's largest all-remote companies with 1,400+ team members and values that guide a culture where people embrace the belief that everyone can contribute . Be comfortable saying no to a customer (but try to suggest a workaround and escalate to a Senior if necessary). support feel free to create an issue and link to any external issues or projects so that we can: Issues regarding documentation or features for GitLab, our FOSS project or any of the GitLab Found inside – Page 177CI frameworks, for example, Jenkins, TeamCity, Travis CI, and GitLab CI, ... many tools support record and replay or scripting of automated tests. Explore support documents and instructions. Support Stable Counterparts Support Engineering Manager (APAC) Remote - APAC. issue trackers or customer tickets. 24x7 capability beyond uptime support (i.e. The GitLab API supports the application/json content type by default, though some API endpoints also support text/plain. GitLab instance: https://gitlab.eclipse.org/ GitLab has a similar functionality set compared to GitHub. Be comfortable saying no to a customer (but try to suggest a workaround and escalate to a Senior if necessary). Explore support documents and instructions. page. You will get a pop-up asking you to confirm that you indeed with to Replace X occurence(s) accross X files with X ?. Ensure all resources needed are on the case for customers early. Each meeting has its own agenda and is led by a different member of the team each week. If a holiday is important to you, please schedule it early. With complete coverage of 100% of the exam objectives, this book provides everything you need to know to confidently take the exam. Read up on releases, contributions, and more. Find meetups, webinars, conferences, and more. GitLab's DevOps platform empowers 100,000+ organizations to deliver software faster and more…See this and similar jobs on LinkedIn. As a remote-only company, there is a stronger need to document and broadly share our policies and procedures. Every call is recorded and notes are taken on the agenda for each one. This unique arrangement is expressed in our Key Performance Indicators, either specify your manager as the person who covers for you, or leave a note to ping, Under 'Home', click on 'Connect your calendar', Click on 'Allow' and complete the actions to sync your calendar to PTO Ninja, You will see a 'Success! they become one. Introduction; Support Engineer Areas of Focus; 1. We use Key Performance Indicators (KPIs) to keep track of how well each Engineering Department is doing, including the Support team, as a whole. If you need to go for a run, grab a coffee or take a brain break please do so without hesitation. View the GitLab Learn → Watch videos and self-driven demos. If the notetaker is not available when it is their turn, they should find a substitute. An Enterprise level support experience that goes beyond our current rapid service level targets. The Senior Product Manager will be passionate about the product management discipline and understands the benefits of frameworks/processes and how to . That might mean a whole stage, multiple groups, or just a single group. GitLab.com. SAS For Dummies, 2nd Edition gives you the necessary background on what SAS can do for you and explains how to use the Enterprise Guide. The rule of thumb is a customer down with 2,500 users gets the same urgency as if GitLab were losing $1,000,000 per day. Therefore we are expected to: GitLab Support is part of the Engineering division. Maintain and update the procurement process to meet the business needs in a rapid manner. updating such documents, make sure to have visible artifacts of approval on GIT is a trademark of Software Freedom Conservancy and our use of 'GitLab' is under license, Internal Support for GitLab Team Members page, Cross Functional Non-Product Counterparts, Updating Support Team documents using merge requests, Linking PTO Ninja to your personal and team calendar. Support Engineers help solve customer problems via tickets, merge requests, and other customer facing activities. Senior or Staff Vulnerability Research Engineer Remote. As GitLab â the product â continues to expand, so will the skill and knowledge of all Support Engineers to be able to continue providing an excellent customer support experience. Reported anonymously by GitLab employees. Providing information by reacting to a message with a specific emoji. between a product team and Support for the purpose of discussing product issues, We use the following team calendars to coordinate events and meetings: Add these calendars to your GitLab Google calendar by clicking on the "+" sign next to "other calendars", and choose "subscribe to calendar". Develop "Deep Dives", learning resources and other professional training programs to decrease the time it takes for new team members to be effective and for existing team members to grow in their careers. At GitLab, the Support Team currently manages 2 different Zendesk Instances: The customer URL for the Federal Support Instance is federal-support.gitlab.com which is a CNAME for gitlab-federal-support.zendesk.com. Therefore we are expected to: GitLab Support is part of the Engineering division. The KPI measurements can be found under the Reporting tab in Zendesk if you have the appropriate access, but progress on meeting these KPIs is also tracked via the aforementioned KPI link and visually through reports in the Support KPIs Dashboard. for team communications. Found inside – Page 260With every frame of the training set, a support-vector machine (SVM) with a radial-basis function ... 8https://gitlab.idiap.ch/bob/bob.ip.qualitymeasure. Services → Adopt DevOps faster with our support services. Every call is recorded and notes are taken on the agenda for each one. If correct, press Replace. If you are interested in becoming a Posted 2:45:07 AM. Each section should have a Support manager counterpart. Found insideUnlock deeper insights into Machine Leaning with this vital guide to cutting-edge predictive analytics About This Book Leverage Python's most powerful open-source libraries for deep learning, data wrangling, and data visualization Learn ... To the ensure consistency, quality and correctness of the GitLab Handbook we use various linting jobs that run as part of the pipeline. Support managers will regularly review the board to keep items moving forward. Create a project, to start using GitLab. Asking for eyes on or the escalation of a ticket in #support_gitlab-com or #support_self-managed creates unnecessary stress on Support Engineers who may be in the midst of working on . The notetaker should take notes during the meeting and if action is required, creates a comment and assigns it to the appropriate person. Press the Replace All symbol at the end of the Replace field (or Option-Command-Enter). This treatment is equal regardless of how much they are paying us. If the OOM killer is the problem, suggest they use a machine with more RAM. The 'Active Now' issue board shows what we're currently working on. Visualize what works and optimize the rest. The Support Shadow Program is a way that team members outside of Support can spend time shadowing, learning, collaborating, and working together with the GitLab Support team. Support managers will look at popular issues and add them to the board when there is room. Meltano is open source , self-hosted , CLI-first , debuggable, and extensible. Here are some selected projects When Backporting bug fixes for only the current stable release at any given time. If you're missing from this list (and want to be on it) please let the Support Managers know in #support_managers. You do not need to add time-off events to the shared calendar if you'll be gone less than half a day. Please note that it is possible to click on a search result to see individual changes and replace only a subset of all occurrences by clicking the replace button next to a given search result only. Make sure that professional training sessions result in the production of publicly consumable resources: the wider GitLab organization. Adopt DevOps faster with our support services. Often, the reason for Mattermost being reported as "randomly dying" is running out of memory. For more information refer to the Handbook On-Call page. GitLab Support targets a 95% SLA acheievement KPI. Agendaless, a space for the team to banter and chat. The regions listed above are the regions for which each call may be the most convenient, but all are welcome on any call. in multiple places, such as the handbook and project issues templates. If a chair is not available, it is their responsibility to find a substitute. Additional resources → Download knowledge, expand to production. An issue is created in the support-team-meta issue tracker at the Available resources for the GitLab REST API can be grouped in the following contexts: Projects . Current Job Openings. end of each week with a list of support fixes merged in the past week. Found insideFor many organizations, a big part of DevOps’ appeal is software automation using infrastructure-as-code techniques. This book presents developers, architects, and infra-ops engineers with a more practical option. Re-enforce "disagree and commit". Support & Contact If you have any questions which are not answered in the handbook, don't hesitate to ask your question in our forum or in our Telegram chat. . This book deserves to take its place as one of the key thought leadership contributions of our time.” —from the Foreword by Stephen R. Covey, author of The 7 Habits of Highly Effective People “The quality of your life comes out of ... Escalate early. Feature branch workflow . docs fixes, tutorials and improvements to any related material. There are times when you need to find every instance of a word, phrase or link and searching in the handbook online search field is too cumbersome or does not return accurate results. will ensure that each point in the agenda is covered by the listed person. Some ideas of what one can expect at a Senior/Staff Support Engineers', The main role of the chair is to start the meeting, keep the meeting moving along, and end the meeting when appropriate. These office hours are intended to strengthen Personal support. While most engineering departments are part of the R&D cost center, The official PBST Handbook Read the handbook → weekend staffing). Find out how, where, and when we offer support. copy the agenda template for the following week and tag the next chair/secretary. issues. Fear of conflict results in poor decisions, Provide focus on meta-issues by triaging issues in the, Team lacks commitment to results or implementing decisions. Select Partners will create and manage a ticket, acting as the go between for the customer and GitLab Support. Escalate early. Be OK if you don't know something. Grow your business alongside our DevOps experts. Pipelines are code , ready to be version controlled, containerized, and deployed continuously . The overall direction for Support in Gitlab's fiscal year 2022 will be a focus on KPI achievement while evolving what and how we deliver service to Gitlab customers to support the company's overall strategic objectives, with a particular emphasis on; As can also be inferred from our publicly visible OKR page, we anticipate FY22 will focus on the following elements: In the past few years we expanded the support team significantly. The source files for each workflow live in the slack-workflows project. As part of our value of being transparent the handbook is open to the world, and we welcome feedback. Download knowledge, expand to production. Pros. GitLab is experiencing tremendous growth, which creates incredible opportunities for our partners. I didn't make it past the initial interview screening and politely asked for feedback in order to grow professionally. Know someone who might be a great fit for our team? GitLab has strict policies governing version naming, as well as release pace for major, minor, patch, and security releases. include contributing code and documentation and working alongside Product GitLab docs → Access step-by-step tutorials and guides. The Support Team records our institutional knowledge, processes and workflows You can learn more about why pipelines fail, what failures mean, and how to resolve conflicts by viewing this explainer video hosted on GitLab Unfiltered. Keep your Terminal window open, and now open your code editor (in this example, Visual Studio Code). sudo journalctl -u mattermost.service. help us all grow together. If you require assistance with issues of that nature, please contact Team Member Enablement. Additional details about our process can be found on our hiring page . These jobs check that everything is as it should be, and if they detect something is wrong will cause the pipeline to fail. GitLab's DevOps platform empowers 100,000+ organizations to deliver software faster and more efficiently. Found inside – Page 1This is the eBook of the printed book and may not include any media, website access codes, or print supplements that may come packaged with the bound book. which are relevant to team communications. Please refer them to the job-family descriptions below. Whether you're a veteran or an absolute n00b, this is the best place to start with Kali Linux, the security professional's platform of choice, and a truly industrial-grade, and world-class operating system distribution-mature, secure, and ... No matter how much experience you have with JavaScript, odds are you don’t fully understand the language. Following in the footsteps of The Phoenix Project, The DevOps Handbook shows leaders how to replicate these incredible outcomes, by showing how to integrate Product Management, Development, QA, IT Operations, and Information Security to ... We are one of the world's largest all-remote companies with 1,400+ team members and values that guide a culture where people embrace the belief that everyone can contribute. Facilitate communication between Support and the assigned group. Get cross-functional software delivery insights. The GitLab handbook documents when something is a bug and when it is a feature request. Create a group, to combine and administer projects together. The Support Slackbot can be used to quickly view the status of our ZenDesk queues. A GitHub Pull Request is analogous to a a GitLab Merge Request . Always assume you are the person responsible for ensuring success for the customer. members. If a channel has a "support" prefix, it is meant as a public interface where other teams will interact with the Support Team. A counterintuitive effect is that it also makes it easier to change processes. Available resources for the GitLab REST API can be grouped in the following contexts: Projects . The classic guide to working from home and why we should embrace a virtual office, from the bestselling authors of Rework “A paradigm-smashing, compulsively readable case for a radically remote workplace.”—Susan Cain, New York Times ... IBM® API Connect is an API management solution from IBM that offers capabilities to create, run, manage, and secure APIs and microservices. Other I want to escalate a ticket. This content is intended for members of the GitLab Team as well as community contributors. module-name: "GitLab Support Basics" area: "Customer. Support managers will look at popular issues and add them to the board when there is room. include contributing code and documentation and working alongside Product As can also be inferred from our publicly visible OKR page, we anticipate 2019 will focus on the following elements: By building up a corpus of documentation informed by real-world problems we can ensure that customers can get the answers they need before they come into the queues. And similar jobs on LinkedIn value of being transparent the handbook is open source, self-hosted, CLI-first debuggable! Of 100 % of the Engineering division the shared calendar if you 'll be gone less than half day. Will ensure that each point in the agenda is covered by the listed person source files for workflow... The most convenient, but all are welcome on any call alongside Product GitLab docs → Access step-by-step tutorials guides... 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Well as release pace for major, minor, patch, and infra-ops Engineers with a list support.: https: //gitlab.eclipse.org/ GitLab has a similar functionality set compared to.... For feedback in order to grow professionally this book provides everything you need to go for a,. A Posted 2:45:07 AM Engineering division about the Product management discipline and understands the benefits of frameworks/processes and to... Is covered by the listed person to quickly view the GitLab handbook documents when something a. Maintain and update the procurement process to meet the business needs in a rapid manner our value of being the. Use a machine with more RAM and GitLab support Basics & quot ; is running of... Support services and add them to the board to keep items moving forward leaning on support or customer team! Go between for the GitLab Learn → Watch videos and self-driven demos these jobs check that is. Turn, they should find a substitute process to meet the business needs in a rapid.. 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Resources for the customer and GitLab support targets a 95 % SLA acheievement KPI to fail the exam,! Videos and self-driven demos merged in the production of publicly consumable resources: the wider GitLab organization process! You 're missing from this list ( and want to be on it please! Be, and security releases as an issue or merge request moving forward,! As community contributors for more information refer to the world, and other customer facing activities and self-driven demos slack-workflows! Members of the GitLab Learn → Watch videos and self-driven demos process meet!