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Title: Support Engineer III
Location: Remote – United States
More and more companies are using GitHub Enterprise, so the support team is growing. When our customers have problems, they contact us and it is our goal to help them as quickly and awesomely as possible. We’re looking for Support Engineers in the United States to support our GitHub Enterprise product installed and managed in the customer’s virtualization environment. Your main responsibility will be to work with our customers via web interface, email, phone and chat to solve support tickets. Tickets are usually opened by internal system administrators, and can include investigating load or networking issues, debugging application errors, and discussing feature requests. You’ll also work with our engineering team to prioritize issues and development, and our documentation team to improve customer-facing resources. You don’t need to be a Git expert, but you do need to have technical experience and a passion for helping people. The position reports to an Premium Support Manager and works closely with other teams and leaders across the company.
GitHub works remotely and asynchronously as much as possible. While this role does not require you to live near our office, it will require some travel to meet with co-workers or attend company events.
This role will require working non-standard working hours, including weekends and holidays.
Responsibilities
- Solve complex customer support tickets often involving Linux servers, source code, and web application issues
- Effectively communicate technical information to customers and engineering groups at GitHub
- Work proactively with customers on activities such as coordinating upgrades, communicating upcoming features, and ensuring their installation is running smoothly
- Identify bugs and improvements in the GitHub Enterprise codebase
- Manage urgent customer outages during business hours
Required Qualifications
- Minimum 3 years experience providing technical support to large complex customer accounts
- Previous experience as a Linux System Administrator
- Familiarity with some flavor of production-level virtual machine (e.g., VMware ESX, Xen, KVM) and/or cloud providers
- General understanding of how modern web applications work
Preferred Qualifications
- 5+ years experience providing technical support
- Familiarity with Git and GitHub
- Ability to look through and understand code (Ruby / Bash)
- Stellar English and grammar skills
Minimum hourly rate of $35.34/hour to maximum $93.75/hour.
These pay ranges are intended to cover roles based across the United States. An inidual’s base pay depends on various factors including geographical location and review of experience, knowledge, skills, abilities of the applicant. At GitHub certain roles are eligible for benefits and additional rewards, including annual bonus and stock. These rewards are allocated based on inidual impact in role. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee’s role.
Location: In this role, you can work remotely from anywhere in the United States.
#LI-Remote
Who We Are:
As the global home for all developers, GitHub is the complete AI-powered developer platform to build, scale, and deliver secure software. Over 100 million people, including developers from 90 of the Fortune 100 companies, use GitHub to build amazing things together across 330+ million repositories. With all the collaborative features of GitHub, it has never been easier for iniduals and teams to write faster, better code.
Leadership Principles:
Customer Obsessed – Trust by Default – Ship to Learn – Own the Outcome – Growth Mindset – Global Product, Global Team – Anything is Possible – Practice Kindness
Why You Should Join:
At GitHub, we constantly strive to create an environment that allows our employees (Hubbers) to do the best work of their lives. We’ve designed one of the coolest workspaces in San Francisco (HQ), where many Hubbers work, snack, and create daily. The rest of our Hubbers work remotely around the globe. Check out an updated list of where we can hire here: https://github.com/about/careers/remote
We are also committed to keeping Hubbers healthy, motivated, focused and creative. We’ve designed our top-notch benefits program with these goals in mind. In a nutshell, we’ve built a place where we truly love working, we think you will too.
GitHub is made up of people from a wide variety of backgrounds and lifestyles. We embrace ersity 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. Also, if you have a disability, please let us know if there’s any way we can make the interview process better for you; we’re happy to accommodate!
Please note that benefits vary by country. If you have any questions, please don’t hesitate to ask your Talent Partner.