Technical Support Specialist
GitBook · Remote · Europe (+/- 3 hours) ·
COMPENSATION
€•• – ••k
Listed on the employer's job board (Ashby)
- Fully remote role
- Global team (15 countries)
- Technical troubleshooting
- API and Git knowledge
- Product feedback loop
You will help customers resolve technical challenges related to GitBook, including custom domains, integrations, and authentication protocols. This role combines direct customer support with strategic input, turning recurring issues into actionable insights for the Product and Engineering teams.
The team operates asynchronously across multiple time zones, focusing on scalable support models and continuous improvement of the user experience.
What you'll do
- Triage and debug customer issues involving APIs, SSO, and DNS
- Document complex problems with reproduction steps and logs
- Collaborate with Engineering to resolve bugs and edge cases
- Identify recurring friction points and suggest product improvements
- Support users via Helpdesk, Slack, or Teams with clear communication
- Help refine support processes, prioritization, and automation strategies
What you'll need
- Strong understanding of Git, GitHub, GitLab, and web fundamentals
- Experience with SAML SSO, DNS, caching, and redirects
- Ability to read code, test APIs, and interpret OpenAPI specs
- Familiarity with AI tools, LLMs, and automation concepts
- Excellent written and verbal communication skills for technical topics
- Capable of prioritizing tasks effectively in a fast-paced environment
- Comfortable working autonomously in a remote, async-first setting
Stack
- Git
- GitHub
- GitLab
- SAML SSO
- DNS
- OpenAPI
- AI/LLM tools
How you'll work
- Fully remote position
- Team spread across North America, Europe, and Asia
- Asynchronous collaboration with occasional calls
Hiring process
- People Team screening interview (30 minutes)
- Technical interview with Support team member (45 minutes)
- Technical exercise
- Meeting with Hiring Manager and Support Team (45-60 minutes)
- Conversation with CEO (30 minutes)
- Offer stage