Support Engineer III

Support Engineer III

United States

Customer Support & Services

Individual Contributor

Yes

7033

Full Time

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Job Description

About GitHub

GitHub is the world’s leading platform for agentic software development — powered by Copilot to build, scale, and deliver secure software. Over 180 million developers, including more than 90% of the Fortune 100 companies, use GitHub to collaborate, and more than 77,000 organisations have adopted GitHub Copilot.

Locations

In this role you can work from Remote, United States

Overview

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. The ideal candidate will drive impactful improvements in customer support by fostering teamwork, collaboration, and adaptability. Their initiative and contributions will be crucial in streamlining support processes and enhancing team efficiency.

This role will require working non-standard working hours, including weekends and holidays.

Responsibilities

Troubleshooting and Ticket Work

Regularly troubleshoot tickets of varying complexity with minimal or no assistance. Progresses assigned open tickets and assigned new tickets with timely, high-quality replies within the assigned squad. Follows up on open bugs and issues filed with Engineering.

Provide real-time customer support via phone and chat, leveraging screen sharing and other remote troubleshooting tools to diagnose and resolve technical issues efficiently.

Effectively communicate technical information to customers and internal stakeholders and Follows follow up on open bugs and issues filed with Engineering.

Work proactively with customers on activities such as coordinating upgrades, communicating upcoming features, and ensuring their installation is running smoothly.

Manage urgent customer outages during business hours.

Training

May provide training and guidance on an area of expertise within a squad. Works on developing their own training/teaching skills.

Customer advocacy

Advocates for the customer and the team as a priority. May act as a liaison between customer and Engineering.

Product Feedback

Identifies and reports bugs and feature requests based on customer feedback.

Process Improvement

Updates various repos (e.g., team documentation, public documentation, support discussions). Actively contributes to cross-organization and team strategy discussions.

Knowledge Attainment & Sharing

Takes deliberate steps toward becoming a subject matter expert in one or more areas. Actively seeks assistance in specialty areas. Acts as a SME of one or more categories within a squad.

Qualifications

Required 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.

Ability to be On-Duty weekends and holidays on a rotation basis (8 hour shifts, during normal work hours).

Preferred Qualifications:

Proficiency in using and troubleshooting Git, GitHub or similar version control systems, with a 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 performing Linux system administration and working experience with common tools like Docker, systemd, openssl, etc

Familiarity with production-level virtualization platforms and/or cloud providers (e.g., VMware ESX, KVM, AWS, Azure)

Experience in customer-service oriented environment, with strong teamwork, collaboration, adaptability, and initiative. Experience providing technical support to enterprise customers is required, along with exceptional verbal, written, organizational, presentation, and communication skills.

Compensation Range

The base salary range for this job is USD $41.25 - USD $109.43 /Hr.