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Technical Support Specialist

GitBook· Product & Engineering
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RemoteFull-timePosted 2w ago

About the role

Technical Support Specialist at GitBook focused on helping technical teams document, share, and support their use of GitBook. Responsibilities include answering product questions, troubleshooting issues with custom domains, integrations, APIs, SSO/SAML, and bugs; leveraging knowledge of Git and DNS; tracking metrics like first-response time, resolution time, and CSAT; and providing feedback to Product and Engineering to improve the platform.

Responsibilities

  • Triage, troubleshoot and debug customer problems; document complex issues with reproduction steps and relevant logs; collaborate with Engineering to resolve them.
  • Support customers via Helpdesk, Slack or Teams on topics including Authenticated Access and SAML SSO, monorepos, and redirects; ask follow-up questions and build relationships for honest feedback.
  • Spot recurring bugs, friction points and feature requests; quantify impact; suggest workarounds and provide evidence-based recommendations to Product, Engineering and Design.
  • Help shape team processes to prioritize, triage and automate support; adapt to evolving processes and contribute ideas and concerns.

Skills

Required:Git and GitHub/GitLabSSO/SAMLDNS and web fundamentalsAPIs & OpenAPICommunication & empathy
Last updated Oct 7, 2026. Interested? Apply on the company site.

About GitBook

Documentation designed for your users and optimized for AI

Forget building and maintaining your own custom docs platform. With GitBook you get beautiful, AI-optimized docs that automatically adapt to your users and drive conversion

documentationAI optimizationcollaborationdeveloper tools
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