Technical Support Specialist
Posted 7 Oct 2026
BranchFactor Summary
The original posting with the fluff stripped out
- Management level
- Individual contributor
- Employment
- Remote
- Contract
- Full-time
No salary listed for this 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 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.
👩💻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
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Technical foundations: You know Git, GitHub/GitLab, SAML SSO, DNS and web fundamentals such as caching and redirects.
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Developer fluency: You’re comfortable reviewing code, testing APIs and understanding OpenAPI specifications to support customers using our Integrations Platform.
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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.
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Customer empathy and clear communication: You listen carefully and explain complex issues simply both in writing and conversation with a friendly tone.
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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.
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Systems thinking: You don't just solve tickets. You ask why they happened and how to prevent the next hundred.
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Remote collaboration: You troubleshoot with teammates, share what you learn and know when to work async or jump on a call.
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Autonomy and adaptability: You take ownership, try things, ask for help when needed and learn as the product and team evolve.