Support Engineer III

GitHub, Inc.•UNAVAILABLE, UNAVAILABLE

2d•Remote

About The Position

GitHub is seeking an experienced Support Engineer III to help elevate technical customer support. The role manages support tickets, identifies and reports bugs, contributes to product development, and improves support processes and team efficiency. The position is remote within the United States and requires non-standard working hours, including rotating weekend and holiday on-duty shifts of eight hours during normal work hours. The Support Engineer III troubleshoots customer issues, provides real-time support by phone and chat, communicates technical information, coordinates customer activities, and manages urgent outages during business hours. The role also advocates for customers, shares product feedback with internal teams, contributes to documentation and process improvements, and develops subject-matter expertise within a squad.

Requirements

At least 5 years of experience in technical customer support, technical writing, system administration, or related roles; or a bachelor's degree in computer science or a related field and at least 3 years of such experience; or equivalent experience.
Ability to be on duty on weekends and holidays on a rotating basis, in eight-hour shifts during normal work hours.
Experience providing technical support to enterprise customers.
Exceptional verbal, written, organizational, presentation, and communication skills.

Nice To Haves

Proficiency in using and troubleshooting Git, GitHub, or similar version control systems, and a strong understanding of software development workflows and tools, including CI/CD pipelines, code security, issue tracking systems, and code editors or IDEs such as VS Code or IntelliJ IDEA.
Experience performing Linux system administration and working with tools such as Docker, systemd, and OpenSSL.
Familiarity with production-level virtualization platforms or cloud providers such as VMware ESX, KVM, AWS, or Azure.
Experience in a customer-service-oriented environment, with teamwork, collaboration, adaptability, and initiative.

Responsibilities

Troubleshoot tickets of varying complexity independently and progress assigned open and new tickets with timely, high-quality replies.
Follow up on open bugs and issues filed with Engineering.
Provide real-time customer support by phone and chat, using screen sharing and remote troubleshooting tools to diagnose and resolve issues.
Communicate technical information effectively to customers and internal stakeholders.
Proactively coordinate customer activities such as upgrades, communicate upcoming features, and help ensure installations run smoothly.
Manage urgent customer outages during business hours.
May provide training and guidance in an area of expertise and develop training and teaching skills.
Advocate for customers and the team, and may act as a liaison between customers and Engineering.
Identify and report bugs and feature requests based on customer feedback.
Update team and public documentation, repositories, and support discussions; contribute to cross-organization and team strategy discussions.
Develop subject-matter expertise in one or more areas, seek assistance in specialty areas, and serve as a subject-matter expert for one or more squad categories.