[{"data":1,"prerenderedAt":705},["ShallowReactive",2],{"/en-us/blog/support-engineering-at-gitlab/":3,"navigation-en-us":34,"banner-en-us":451,"footer-en-us":466,"Lee Matos":677,"next-steps-en-us":690},{"_path":4,"_dir":5,"_draft":6,"_partial":6,"_locale":7,"seo":8,"content":16,"config":24,"_id":27,"_type":28,"title":29,"_source":30,"_file":31,"_stem":32,"_extension":33},"/en-us/blog/support-engineering-at-gitlab","blog",false,"",{"title":9,"description":10,"ogTitle":9,"ogDescription":10,"noIndex":6,"ogImage":11,"ogUrl":12,"ogSiteName":13,"ogType":14,"canonicalUrls":12,"schema":15},"At your service: Support Engineering at GitLab","A new series from GitLab Support Engineering about what we do and how we do it. 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One of the biggest things that people start with is, \"What’s the difference between Support Engineering and Customer Service?\" Great question! Let’s talk about it.\n\n\u003C!-- more -->\n\n## Support Engineering vs. Customer Service?\n\nTo start, I think Customer Service is a subset of Support Engineering. To be a great support engineer, you should be customer focused, but also technically minded. We address customers' needs via web calls and email daily. So those interactions are where a customer focus is paramount, but we’ll often be debugging Redis Queues or finding slow SQL queries. This is not just relationship management. It’s sussing out the bugs and then squashing them. I think that’s pretty common for support engineering, but we have some unique quirks too.\n\n## What’s unique about Support Engineering at GitLab?\n\nAt GitLab, transparency is a core value. Because of that, our issue trackers are public. This is great for Support because in traditional support models, we act as a router between the company and the customer. What I mean to say by that is that Support is responsible for keeping the customer in the loop as to the status and state of a bug fix or such by holding the ticket open until it gets resolved.\n\nWith our transparency, we get to act more like a pipe fitter. We connect the customer to the public issue, and from there they can see when it’s scheduled (and even when it gets delivered and by whom!) and if they choose, they can engage directly with the team responsible. This is unprecedented access into product development. It also allows Support to be smart about making the connection, but to give the ownership to the actual team responsible for delivering the work. Speaking of which, let’s talk about the Support Team right now.\n\n## How big is the team?\n\nWe are currently 12 global hooligans and we are looking for more. 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