Support Engineer, Github
More information about location
AI-powered developer platform to build, scale, and deliver secure software
Be an early applicant
AI-powered developer platform to build, scale, and deliver secure software
1001+ employees
Be an early applicant
More information about location
1001+ employees
Company mission
To help every developer—regardless of experience level—learn, code, and ship software effectively.
Role
Who you are
- 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
- 5+ years experience in performing Linux system administration
- OR strong experience using and troubleshooting Git and GitHub
- OR strong experience using and troubleshooting LDAP, SAML SSO and SCIM
- OR strong experience with DevOps and Security products like GitHub Actions, CodeQL, Dependabot, or similar technologies
- 5+ years of experience in some flavor of production-level virtualization platform and/or cloud provider (e.g., VMware ESX, KVM, AWS, Azure)
- 3+ years of previous experience performing Linux system administration and working with common tools like Docker, systemd, openssl, etc
Desirable
- Proficiency in common applications in the web application stack like HAProxy, Nginx, MySQL, and Unicorn
- Worked closely with large complex customer accounts in a technical capacity
- Proficiency in, and/or the ability to understand and update code and scripts (Shell, Ruby, Go)
- Familiarity with Ruby on Rails
- Familiar with CI/CD platforms
What the job involves
- 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
- Regularly troubleshoot tickets of varying complexity, progressing open tickets with timely, high-quality replies
- Provide training and guidance on an area of expertise within a squad. Advocates for the customer and the team as a priority
- Identifies and reports bugs and feature requests based on customer feedback
- Updates various repos (example, team documentation, public documentation, support discussions)
- Takes deliberate steps toward becoming a subject matter expert in one or more areas
- 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
- May provide training and guidance on an area of expertise within a squad. Works on developing their own training/teaching skills
- Advocates for the customer and the team as a priority. May act as a liaison between customer and Engineering
- Updates various knowledge documentation and repos (e.g., team documentation, public documentation, support discussions)
- Actively contributes to cross-organization and team strategy discussions
- 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
Our take
GitHub was founded to make a developer’s job easier with open and asynchronous communication, distributed version control, and source code management with Git. In the first year alone, 100,000 users were pushing code on the site.
GitHub has quickly become the world’s most popular platform for developers to collaborate on open-source projects from anywhere. Nearly every major company including Facebook, Google, and Apple hosts open-source projects on GitHub.
Github's work culture reflects its global community, with employees collaborating remotely from all over the world. In 2018, Microsoft acquired the company as part of its broader strategy to enhance cloud computing services. Since then, GitHub has been dedicated to evolving its platform, consistently investing in ongoing development to better serve its users.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
18% employee growth in 12 months
Company
Funding (2 rounds)
Jul 2015
$250m
SERIES B
Jul 2012
$100m
SERIES A
Total funding: $350m
Company benefits
- Flexible time away to support balance in your work and life
- Clear diversity, inclusion, and anti-discrimination policies backed by business practices and company culture
- Five months of paid family leave to all new parents with the option to use it all at once or throughout the child’s first year
- Family forming benefits that cover fertility, infertility, adoption, and surrogacy costs and support
- Mental health benefits that offer resources and support and cover therapy and coaching sessions for you and your dependents
- Generous 401(k) matching with 50% match up to the IRS 402(g) limit (US; competitive non-US pension options internationally)
- Employee stock purchase plan that lets you purchase Microsoft stock at a discount. (Microsoft is our parent company.)
Company HQ
South Beach, San Francisco, CA
Leadership
Thomas Dohmke
(CEO)Currently a Board Member at Spice AI. Previously a Principal Director of PM at Microsoft, Co-Founder at HockeyApp / Bit Stadium GmbH and Codenauts GmbH.
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