GitBook

Technical Support Specialist

Region Restricted

Remote work allowed only within certain countries or regions.

Europe

Employer listed it 3 weeks ago · Added 3 weeks ago

Been open since 3 weeks ago, still being checked, but it has been live a while.

Salary

Not stated

Location

Europe

Work style

Async

Contract

Full-time

Experience

Mid

What the advert says

Quoted word for word from the employer's advert. Where it says nothing, we say so.

Working hours: Remote collaboration: You troubleshoot with teammates, share what you learn and know when to work async or jump on a call.
Where you can work from: Location eligibility not confirmed
Contract: Not mentioned in the advert
Experience asked for: Not mentioned in the advert
Pay: Not mentioned in the advert

Remote flexibility

Region Restricted

Remote work is allowed, but only for candidates based in Europe.

What the employer says

Source listing states candidate location: "Europe (+/- 3 hours), Remote"

What Nomaders makes of it

Applications outside the listed area are usually rejected
Timezone overlap with the listed area is often expected

The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.

Before you apply

Questions worth asking: Nomaders interpretation

The advert does not say where you can be based. Ask which countries they can legally employ or contract you from.
No pay is stated. Ask for the salary range before investing time in interviews.
The advert does not say whether this is employment or a contractor arrangement. Ask, as it affects tax and benefits.

Produced automatically from this advert's text; not reviewed by a person. The employer's own page is the final word.

About the role

👋 A little about us

We’re building the best platform for authoring, publishing, and maintaining world-class docs. Close to 40,000 sign-ups per month , over 1 00k 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.

👩‍💻The role

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.

✨ What's next?

Here's what our process will look like:

A screening interview with our People Team - 30 minutes

Interview with Support team member (technical interview) - 45 minutes

Technical Exercise

Requirements

The employer hasn't listed requirements separately, they're described in the role summary above and on the original listing.

Benefits

No benefits package published with this listing. Ask about it at first interview.

How to apply

1Check the flexibility label above, region restricted, matches where you plan to live and work.
2Tailor your CV to the role at GitBook, mentioning your remote working experience and working hours (Async).
3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.

Found 20d ago. Last checked today. Always confirm the details on the original posting, salary and location can change after publication.

Listing sourced from Company boards.