Support Engineer III

About the job
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
Enterprise Support Engineers in EMEA region 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 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.
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
Minimum Qualifications
General understanding of how modern web applications work
Prior experience providing technical support
Excellent problem solving skills
Familiarity with some flavor of production-level virtual machine (e.g., VMware
ESX, Xen, KVM)
Enthusiasm for working directly with customers
Stellar English and grammar skills
Preferred Qualifications
Worked closely with large complex customer accounts
Familiarity with Git and GitHub
Experience with phone support
Ability to look through and understand code (Ruby / Bash)
Previous experience as a Linux System Administrator
Previous experience providing on-site consulting or professional services
Location: In this role, you can work remotely from the following countries:
Austria, Denmark, Germany, Ireland, Netherlands, Spain, Sweden, Switzerland,
United Kingdom or onsite in one of GitHub’s European offices (Amsterdam,
Oxford).
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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