Job Description
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 individual’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 individual 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.