[Hiring] Support Engineer III @GitHub, Inc.

Role Description

GitHub is growing its Support Engineering team and we're seeking experienced professionals to elevate our technical customer support efforts. As a Support Engineer III, you will manage support tickets, identify and report bugs, and contribute to innovative product developments.

• Resolve customer support tickets through web, email, phone, and chat.
• Diagnose load and networking issues, debug application errors, and address feature requests.
• Collaborate with the engineering team to prioritize development work.
• Work with the documentation team to improve customer resources.
• Drive impactful improvements in customer support by fostering teamwork, collaboration, and adaptability.
• Work non-standard hours, including weekends and holidays.

Responsibilities

• Troubleshoot and solve complex customer support tickets involving Linux servers, source code, and web applications.
• Communicate technical information to customers and internal stakeholders.
• Follow up on open bugs and issues filed with Engineering.
• Coordinate upgrades and communicate upcoming features with customers.
• Manage urgent customer outages during business hours.
• Provide occasional weekend on-call support as part of the team rotation.
• Provide real-time customer support via phone and chat, leveraging remote troubleshooting tools.

Ticket Work

• Troubleshoot tickets of varying complexity with minimal or no assistance.
• Progress assigned open tickets and new tickets with timely, high-quality replies.
• Follow up on open bugs and issues filed with Engineering.

Training

• Provide training and guidance on an area of expertise within a squad.
• Develop training/teaching skills.

Customer Advocacy

• Advocate for the customer and the team as a priority.
• Act as a liaison between customer and Engineering.

Product Feedback

• Identify and report bugs and feature requests based on customer feedback.

Process Improvement

• Update various repos (e.g., team documentation, public documentation, support discussions).
• Contribute to cross-organization and team strategy discussions.

Knowledge Attainment & Sharing

• Become a subject matter expert in one or more areas.
• Seek assistance in specialty areas.
• Act as a SME of one or more categories within a squad.

Qualifications

• 5+ years experience in technical customer support, technical writing, system administration, or related roles.
• OR Bachelor's Degree in Computer Science or related field AND 3+ years experience in technical customer support, technical writing, system administration, or related roles.
• OR equivalent experience.

Preferred Qualifications

• Proficiency in using and troubleshooting Git, GitHub or similar version control systems.
• Strong understanding of software development workflows and tools, such as CI/CD pipelines, code security, issue tracking systems, code editors/IDEs (e.g., VS Code, IntelliJ IDEA).
• Experience with Linux system administration and common tools like Docker, OpenSSL, etc.
• Familiarity with production-level virtualization platforms and/or cloud providers (e.g., VMware ESX, KVM, AWS, Azure).
• Customer-service oriented with strong teamwork, collaboration, adaptability, and initiative.
• Prior experience providing technical support to enterprise customers.
• Exceptional verbal, written, organizational, presentation, and communication skills.

GitHub values

• Customer-obsessed
• Ship to learn
• Growth mindset
• Own the outcome
• Better together
• Diverse and inclusive

Leadership principles

• Create clarity
• Generate energy
• Deliver success

Equal Employment Opportunity

GitHub is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people of all walks of life. We don't discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or any other differences.