Customer Reliability Engineer, Github

• 5+ years experience in technical customer support, technical writing, system administration, or related roles
• O OR Bachelor's Degree in Computer Science or a related field AND 3+ years experience in technical customer support, technical writing, system administration, or related roles
• O OR equivalent experience
• 5+ years of experience in positions related to customer advocacy and/or technical implementation/systems management directly engaging with customers and gaining an in-depth understanding of how their tools function
• 3+ years of previous experience performing Linux system administration and working with common tools like Docker, systemd, openssl, etc
• 5+ years of experience in some flavor of production-level virtualization platform and/or cloud provider (e.g., VMware ESX, KVM, AWS, Azure)

Desirable

• GitHub is growing its Customer Success & Support team and we're seeking experienced professionals to elevate our technical customer support efforts
• As a Customer Reliability Engineer III, you will efficiently manage and resolve customer issues and act as a liaison between customers and the engineering team
• The ideal candidate will drive transformative customer experiences, ensuring long-term satisfaction and loyalty while fostering innovation and collaboration across teams
• Regularly troubleshoot tickets of varying complexity, progressing open tickets with timely, high-quality replies
• Provide training on new topics within a squad, guiding, assisting, and advising new team members
• Foster and grow strong relationships with customers and act as a liaison between customer, Engineering and the Account teams
• Work with Engineering to resolve end user issues and develop new GitHub features
• Identify and give proactive input on areas of improvement for team processes and/or customer experience
• Shares functional knowledge with the team, including in ticket reviews, ticket smashes, and general conversation
• This role may require working non-standard working hours, including weekends and holidays on-call as part of a team-wide rotation
• Work with assigned customers via support tickets and/or real-time interaction (phone/screen sharing) to solve technical issues related to their usage of GitHub products often involving Linux servers, source code, and web application issues
• Act as a single point of contact for technical issues with ability to troubleshoot and resolve complex issues independently
• Collaborate with the Support and Engineering teams to resolve product issues requiring code changes
• Lead incident response for outages affecting assigned customers, followed by delivery of postmortem reports
• Act as a single point of contact for specific enterprise customers to provide performance, and best practice advice and assessment related to GitHub and customer's infrastructure
• Understand and maintain documentation around the customer infrastructure, workflows, and configuration of GitHub Enterprise Server or GitHub Enterprise Cloud environment
• Coordinate and collaborate with other teams at GitHub when additional expertise is needed to resolve customer issues
• Manage customer incidents and outages, including joining Zoom/screen share sessions for live triage
• Perform incident postmortems, ticket analysis, and system health checks for Premium Support customers as needed
• Lead quarterly business reviews for the assigned accounts by presenting metrics, data, and health check summary and recommendations
• Organize and lead weekly/bi-weekly touchpoints with assigned accounts to review ongoing Support issues and projects
• Work proactively with customers on activities such as coordinating upgrades and ensuring their installation is running smoothly
• Set-up and onboard new assigned customers into the program
• Provide weekend on-call support as part of the team rotation (8 hour shifts, during normal work hours)