Technical Support Specialist
GitBook · Support · Mid · 1mo ago
Open to any country, as long as your working hours sit between UTC-2 and UTC+4.
The role requires working within Europe (+/- 3 hours).
Direct from the employer's own careers page
Who can apply
Read straight from the listing, so you know before you spend time on it.
Open to any country, as long as your working hours sit between UTC-2 and UTC+4.
“Europe (+/- 3 hours)”
GitBook's team is spread across 15 countries in North America, Europe, and Asia.
- Async-first
- The listing doesn't promise async-first working.
- Contractor / B2B
- No mention of hiring international contractors or invoicing.
- Global stipend
- No home office or equipment budget mentioned.
- Annual retreat
- No company-paid get-togethers mentioned.
Read from the listing automatically. Always confirm the details with the company before you accept an offer.
About the role
As a Technical Support Specialist at GitBook, you will serve as a vital link between technical customers and the engineering team. You will handle inquiries across Helpdesk, Slack, and Teams, troubleshooting issues involving custom domains, API integrations, and SSO. In addition to resolving tickets and maintaining strong performance metrics, you will identify recurring friction points, document bugs with reproduction steps, and partner with Product and Engineering to continuously improve the platform and internal support processes.
What you'll do
- Triage, troubleshoot, and debug complex customer issues involving custom domains, integrations, APIs, and SAML SSO.
- Document detailed bug reports with reproduction steps and platform logs, collaborating closely with Engineering on resolutions.
- Support customers directly via Helpdesk, Slack, and Teams, understanding their use cases and building strong relationships.
- Identify recurring bugs, friction points, and feature requests, providing evidence-based recommendations to Product and Design.
- Help evolve support workflows, prioritize queue volume under pressure, and introduce smarter automation.
What you bring
- Solid technical foundation in Git, GitHub/GitLab, SAML SSO, DNS, and web fundamentals such as caching and redirects.
- Developer fluency with the ability to review code, test APIs, and interpret OpenAPI specifications.
- Familiarity with AI and LLM tools (including MCP) with an eye toward support automation and smarter workflows.
- Strong customer empathy with clear, concise written and verbal communication skills.
- Proven ability to prioritize under pressure, investigate root causes, and collaborate effectively in a distributed team.
About GitBook
GitBook is a documentation platform used by over two million people and thousands of engineering teams worldwide to author, publish, and maintain docs. Profitable and venture-backed, the company has a distributed team across 15 countries in North America, Europe, and Asia.
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