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 Escalation Support Engineers to help our customers with any particularly complex and challenging issues they may encounter when using our self-hosted GitHub Enterprise Server product.
Your main responsibility will be to work with our customers via web interface and at times a phone/video bridge 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 and documentation teams to prioritize the development of product enhancements, bug fixes, and documentation. 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 Enterprise 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.
The Escalations Support Engineer role may at times require you to work non-standard hours, including weekends and holidays.
Responsibilities
- Manage critical customer escalations.
- Work proactively with customers and internal GitHub teams to troubleshoot and resolve escalated customer issues.
- Solve complex customer support tickets often involving Linux servers, source code, and web application issues.
- Identify bugs or customer concerns within GitHub Enterprise products and work with Engineering to improve them.
- Provide input and expertise on ways to improve Support training around escalated issues.
- Actively identify process improvement opportunities and take ownership of solutions.
- Be the technical liaison to other teams within GitHub.
- Be an escalation point and subject matter expert for high-urgency tickets or issues.
- Effectively communicate technical information to customers, engineering teams, and leadership/management within GitHub.
Minimum Qualifications
- Solid understanding of how modern web applications work.
- Prior experience providing customer-facing technical support.
- Excellent problem solving skills.
- Familiarity with some flavor of production-level virtual machine (e.g., VMware ESX, Xen, KVM).
- Experience troubleshooting third party middleware (e.g., MySQL, Elasticsearch, Redis)
- Enthusiasm for working directly with customers.
- Stellar English and grammar skills.
- Ability to effectively teach technical concepts and processes to other team members.
- Ability to look through and understand code (Ruby / Bash).
- Able to think quickly and collaborate "hands-on" with customers in realtime via a video or desktop sharing session.
- Very strong ownership and follow through capabilities.
Preferred Qualifications
- Experience working closely with large complex customer accounts.
- Familiarity with Git and GitHub.
- Previous experience as a Linux System Administrator.
- Previous experience providing on-site consulting or professional services.
- Ability to understand and code in Ruby, Bash, and optionally Go.
Who We Are:
GitHub is the developer company. We make it easier for developers to be developers: to work together, to solve challenging problems, and to create the world’s most important technologies. We foster a collaborative community that can come together—as individuals and in teams—to create the future of software and make a difference in the world.
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 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. 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.
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