GitBook

Location: Europe (+/- 3 hours) Workplace: Remote 👋 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 - 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 - Meeting Hiring Manager + Support Team - 45-60 minutes - Meeting our CEO - 30 minutes - Offer *This process is not set in stone, we might add steps to the process as we go along, like a work sample. We will make sure to keep you posted! 👥 Join GitBook at a pivotal time as we evolve our product and team. This is a chance to shape our product, craft, and culture https://www.gitbook.com/about#open-roles.

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Location: Europe (+/- 3 hours) Workplace: Remote 👋 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. We’re looking for someone to make data a core lever for better product and business decisions.   This is a highly autonomous role. You’ll have the freedom to identify what we need, decide whether to build or buy, and turn data into measurable impact. 🙌 WHAT WILL YOU BE DOING? You’ll work at the intersection of data, product, and business, partnering closely with teams across GitBook. - Work with product and engineering to identify opportunities, define metrics, run experiments, and influence the roadmap - Turn messy questions into analysis, insights, and actions that improve product and company metrics - Collaborate with the Head of Data on our data architecture, foundations, and long-term vision - Evolve our data models, pipelines, instrumentation, and tooling as our needs change - Decide when to build, buy, or use lightweight solutions to solve data problems efficiently - Take our existing internal data agent to the next level, making it more useful and accessible across the company - Help teams across GitBook become more autonomous and effective in how they use data You’ll have the freedom to shape both what we build and how we work with data. 🧰 WHAT ENVIRONMENT WILL YOU BE WORKING IN? Our stack today includes: - GCP — BigQuery, Composer - dbt — Cloud / via Cursor - Replit — data apps & internal tooling - Tableau / Count — analysis & exploration - Amplitude / Segment — product & event data We don’t expect you to know everything. What matters is that you’re comfortable learning, evaluating tools, and evolving a modern data environment. 🧠 WHAT WE VALUE Product mindset: You’re curious about users and how the product works. You want to understand behavior, find opportunities, and see your work translate into better product decisions and measurable outcomes. Ownership & judgment: You’re comfortable taking an ambiguous problem and figuring out what to do next. You know when to go deep, move fast, build, buy, or keep things simple. Technical depth: You’re strong with SQL, data modeling, analytics, and modern data tooling. You can move comfortably between analysis, data foundations, and building practical solutions. Collaboration: You work well across product, engineering, growth, marketing, and leadership. You can challenge assumptions, communicate clearly, and bring people along. Bias for impact: You care about what changes because of your work — not just what gets shipped. 🎯 WHY THIS ROLE? You’ll have a broad scope and a lot of autonomy. Your work will directly influence: - Product and company metrics - Product priorities and roadmap decisions - Experiments and growth initiatives - Our data foundations and architecture - How people across GitBook use data and AI If you like owning problems, shaping the solution, and seeing your work directly impact the product, you’ll have a lot of room to make a difference here. 👥 Join GitBook at a pivotal time as we evolve our product and team. This is a chance to shape our product, craft, and culture https://www.gitbook.com/about#open-roles.

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Location: Europe (+/- 3 hours) Workplace: Remote 👋 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. Our enterprise motion is growing, and the way we reach those buyers is changing. Docs are bought by engineering leaders, platform teams, and developer experience owners, people who don't answer cold emails but do show up at conferences, dinners, hackathons, and community meetups. Field marketing is how we get in front of them. Today our event activity is opportunistic: a booth here, a sponsored dinner there, a webinar when someone has time. There's no tiering model, no consistent follow-up motion, and no reliable way to say which events created the (right) pipeline. This role owns all of it. This is a new function at GitBook. You'd be the first person to own it. WHAT YOU'LL DO - Own the global event calendar: Decide which industry tradeshows and conferences we show up at, at what level, and why and then run them end to end: sponsorship negotiation, booth, staffing, messaging, budget, and on-site execution. - Build activation around the big moments: The booth is rarely where the deals happen. You'll design the side-events that surround a conference such as curated dinners, executive roundtables, breakfast briefings, happy hours, and build the guest lists around accounts we actually want in the room. - Create GitBook's own events: Design and run owned formats that people want to attend because of what they are, not because we sponsored them. Roadshows, customer summits, docs-focused meetups, launch moments. You'll define the format, the content arc, and the experience. - Experiment with community activation: Work with our DevRel colleagues on hackathons, docs sprints, and community events. Some will work and some won't; you'll run them as experiments with a clear read on what happened. - Own online events: Webinars, virtual roundtables, and livestreams, you’ll be either running them yourself or coordinating the team members who do. - Build the tiering model: Define what a Tier 1, 2, and 3 event looks like at GitBook: spend bands, staffing, pre- and post-event motion, and the bar an event has to clear to earn each tier. - Report on pipeline, not attendance: Build the measurement model for events: cost per opportunity, event-sourced and event-influenced pipeline, target-account attendance, and conversion through to closed won. - Make the sales follow-up motion work: Build a lightweight SLA for pre-event target lists with AEs, brief the team on what to do at the event, and build the follow-up structure that turns a badge scan into a conversation. - Act as ABM sparring partner: Our enterprise motion runs on account-based plays. You'll be the person Sales and Marketing think out loud with on account selection, buying-committee mapping, and how field programs plug into 1:1 and 1:few plays HOW WE'LL MEASURE SUCCESS In your first 90 days: a tiered event calendar for the next four quarters, a working measurement model in our CRM, and a follow-up motion Sales has actually agreed to. After that: event-sourced and event-influenced pipeline, cost per opportunity by tier, target-account penetration at Tier 1 events, and speed of follow-up. WHAT WE'RE LOOKING FOR - 7–10 years in B2B SaaS marketing: you need to have a meaningful stretch of that in field marketing, event marketing, or integrated demand generation. You've run international programs, including and especially in the USA. - A ROI mindset: You talk in opportunities and cost per opportunity, not impressions and badge scans. You've defended an event budget with numbers and you've killed events that didn't earn their place. - Real operational range: You can negotiate a sponsorship contract, argue about booth carpet, write a good invite email, and build a Hubspot dashboard or report (or know who to ask to build it for you). - Sales credibility: AEs will trust you or route around you. You can walk into a pipeline review, take a hard question about last quarter's spend, and answer it without getting defensive. - Taste: Most B2B events are forgettable. We'd rather run fewer things that people remember. You should have opinions about what makes an event worth attending. - Comfort with a technical audience: Our buyers are engineers and the people who lead them. You don't need to write code, but you need to know why developer-audience marketing fails when it's too polished. - Ownership mindset: There's no playbook here. You'll write it: defining process, flagging problems early, and not waiting to be told what to build next. Also, you might be coming from a field marketing role at a SaaS company that got heavier on events, an event marketing role where you started owning the pipeline number, a demand gen role with a large in-person component, or a community or DevRel role that grew a commercial edge. We care less about the label than about what you can actually do. Some travel is expected, roughly a week or two a quarter, with a potential for a week a month in the conference season peak. WHAT THIS ROLE IS NOT This isn't a role where you'll manage a team from day one, and it isn't purely strategic. You'll be on the floor at the show and in the spreadsheet the week after. It's also not brand marketing or product marketing. You'll draw on both, and you'll partner closely with them, but you're accountable for the pipeline. If you do this well, the function grows in scope, budget, and eventually headcount. But we're hiring for someone who wants to build it from scratch, not for the version of this role that exists in two years. 👥 Join GitBook at a pivotal time as we evolve our product and team. This is a chance to shape our product, craft, and culture https://www.gitbook.com/about#open-roles.

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