Technical Support Specialist

We see Support at GitBook as a key function to strengthen customer trust. Every conversation is a chance to shape the product and make our support model more scalable. As a Technical Support Specialist, you’ll help technical teams document and share what they know with GitBook. You’ll answer product questions and troubleshoot issues with custom domains, integrations, APIs, SSO/SAML, and bugs.

You’ll use your knowledge of Git and DNS, and your ability to read logs across platforms to track down problems. You’ll keep first-response time, resolution time, and CSAT on track and share recurring feedback with Product and Engineering to improve GitBook. You'll turn what you learn into insight that shapes our roadmap, reduces friction, and helps customers succeed long-term.

You will be valued for:

• Technical foundations: You know Git, GitHub/GitLab, SAML SSO, DNS, and web fundamentals such as caching and redirects.

• Developer fluency: You’re comfortable reviewing code, testing APIs, and understanding OpenAPI specifications to support customers using our Integrations Platform.

• AI forward thinking: You’re familiar with AI and LLM tools (including MCP) and keep up with new developments. You bring ideas for automation, self-service, and smarter workflows.

• Customer empathy and clear communication: You listen carefully and explain complex issues simply both in writing and conversation with a friendly tone.

• Prioritization under pressure: You keep a busy queue moving with quick thoughtful replies while investigating deeper issues. You know when to switch focus or escalate.

• Systems thinking: You don't just solve tickets. You ask why they happened and how to prevent the next hundred.

• Remote collaboration: You troubleshoot with teammates, share what you learn, and know when to work async or jump on a call.

• Autonomy and adaptability: You take ownership, try things, ask for help when needed, and learn as the product and team evolve.

• Market curiosity: You follow how technology, AI, documentation, and developer tools are changing and where GitBook fits. You dig into customer problems and bring ideas back to the team to improve our product, processes, and customer experience.

What will you be doing:

• Solving high-impact technical problems: Triage, troubleshoot, and debug customer problems, knowing what needs urgent escalation and what belongs in a bug report or roadmap discussion. Document complex issues with reproduction steps and relevant logs and work with Engineering to resolve them.

• Supporting customers: Help customers through our Helpdesk, Slack, or Teams with everything from Authenticated Access and SAML SSO to monorepos and redirects. Ask follow-up questions to understand what they’re trying to achieve, help them get more from GitBook, and build relationships where they feel comfortable sharing honest feedback.

• Turning support into product insight: Spot recurring bugs, friction points, and feature requests. Quantify their impact, suggest workarounds, and bring clear, evidence-based recommendations to Product, Engineering, and Design.

• Shaping how we work: Help our small team improve how we prioritize, triage, and automate support. You’ll work with evolving processes rather than a fixed playbook, take initiative with limited guidance, and speak up with ideas and concerns.