This role is remote. GitBook lists the location as Europe, plus or minus three hours, so it is aimed at people living and working on or near European time. If you live outside Europe, confirm with GitBook that it can hire in your country before you apply.
When a company's docs site goes down because a custom domain broke, someone has to find out why, and fast. At GitBook, that person reads the logs, checks the DNS records and walks the customer through the fix.
About GitBook
GitBook is a platform for writing, publishing and maintaining product and technical documentation. The company says it gets close to 40,000 sign-ups a month, has more than 100,000 monthly active users, and is used by teams at Zoom, FedEx, Nvidia, Snyk and Google. It is profitable, backed by P9 Capital, Notion Capital and Fly VC, and its team works from 15 countries.
About the Role
You will help technical teams get the most out of GitBook and fix what breaks. You will:
- Triage and debug customer issues with custom domains, integrations, APIs, SAML SSO and bugs
- Support customers through the helpdesk, Slack and Microsoft Teams
- Write clear bug reports with reproduction steps and logs, and work with Engineering on fixes
- Keep first response time, resolution time and customer satisfaction on target
- Spot recurring problems and bring evidence-based recommendations to Product, Engineering and Design
- Help the small support team improve how it triages, prioritizes and automates its work
About You
- Working knowledge of Git, GitHub or GitLab, SAML SSO, DNS and web basics like caching and redirects
- Comfort reviewing code, testing APIs and reading OpenAPI specifications
- Familiarity with AI and LLM tools, including MCP, plus ideas for automating support
- Clear, friendly writing and the ability to explain hard problems simply
- The judgement to keep a busy queue moving while digging into deeper issues
- Experience working remotely and on your own initiative
What GitBook Offers
The posting does not state a salary or a benefits package. It does offer a fully remote role at a profitable company, a direct line to the product roadmap, and a clear hiring process: a people team screen, a technical interview, a technical exercise, a meeting with the hiring manager and team, and a 30-minute call with the CEO.
If you love solving technical puzzles for customers, apply on GitBook's official careers page: Apply for the GitBook Technical Support Specialist role