Becoming and Being an ASE
Becoming and Being an ASE
Basic job information
The first thing to do if you’re contemplating a move to an ASE role is to take a look at two topics on the Support Engineer job family page in the Handbook:
You might also find it helpful to review the [ASE performance factor worksheet template](LINK COMING SOON)
On-call responsibilities
ASEs with two or more accounts are not expected to participate in either the Customer Emergencies On-Call (CEOC) or Communication Manager On-Call (CMOC) rotations.
Participating in these on-call rotations creates an ongoing risk of conflict for the ASE between high-priority work from their assigned accounts and their on-call responsibilities. This risk becomes too great to manage when an ASE has two or more accounts.
ASEs who have been rostered for CEOC or CMOC responsibilities from their time in global support should continue participating in these on-call rotations until they have two assigned accounts. At that point, the ASE and their manager should create a plan for the ASE to transition off the COEC or CMOC rotation that minimizes disruption to the team.
Onboarding
Create and complete ASE Onboarding issue.
«« COMING SOON »»
- Balancing between ASE and Global
- on-call rotation
- ticket queue
- pairings and help sessions
- Learn about how to work with your account (manager 1:1s for now, presentation eventually)
- managing customer expectations
- stepping out of the SE box - change your way of thinking about what you should or shouldn’t do
- prioritize and re-prioritize all the time
- only attend account meetings in which you will learn or contribute
- get to know the people as people
- do lots of Zooms with them and chat as you work a ticket
- get to know what they’re doing with GitLab and why
- Link to the customer onboarding page (customer-onboarding.html)
- Tips from ASEs
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