[Hiring] Technical Support Specialist @GitBook

Role Description

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
• 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.

Qualifications

• Technical foundations: Knowledge of Git, GitHub/GitLab, SAML SSO, DNS, and web fundamentals such as caching and redirects.
• Developer fluency: Comfortable reviewing code, testing APIs, and understanding OpenAPI specifications to support customers using our Integrations Platform.
• AI forward thinking: Familiar with AI and LLM tools (including MCP) and keep up with new developments.
• Customer empathy and clear communication: Ability to listen carefully and explain complex issues simply both in writing and conversation with a friendly tone.
• Prioritization under pressure: Ability to keep a busy queue moving with quick thoughtful replies while investigating deeper issues.
• Systems thinking: Ask why issues happened and how to prevent the next hundred.
• Remote collaboration: Troubleshoot with teammates, share knowledge, and know when to work asynchronously or jump on a call.
• Autonomy and adaptability: Take ownership, try things, ask for help when needed, and learn as the product and team evolve.
• Market curiosity: Follow how technology, AI, documentation, and developer tools are changing and where GitBook fits.

Requirements

• 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.
• Supporting customers: Help customers through our Helpdesk, Slack, or Teams with everything from Authenticated Access and SAML SSO to monorepos and redirects.
• 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.

Benefits

• Competitive salary and equity options.
• Flexible working hours and remote work opportunities.
• Professional development and training opportunities.
• Health and wellness benefits.

Company Description

We’re building the best platform for authoring, publishing, and maintaining world-class docs. Close to 40,000 sign-ups per month, over 100k Monthly Active Users, used by 2M+ people and thousands of teams like Zoom, FedEx, Nvidia, Snyk, and Google. We’re profitable, backed by P9 Capital, Notion Capital, and Fly VC, and our amazing team is spread across 15 countries in North America, Europe, and Asia.