Support Engineer III

GitHub, Inc. • UNAVAILABLE, UNAVAILABLE

2d • Remote

About The Position

GitHub is seeking a Support Engineer III to improve customer support outcomes in billing. The role manages customer support tickets, identifies and reports bugs, and contributes to product and support improvements. Support is provided through web, email, phone, and chat, and may involve billing disputes, invoices, refunds and credits, usage and metering, plan transitions, policy edge cases, and technical diagnostics. The position collaborates with Engineering, Product, and Documentation teams to prioritize fixes, improve product supportability, and enhance customer resources. Git expertise is not required, but strong technical skills and a customer-focused approach are essential.

The Support Engineer III independently troubleshoots and resolves tickets, communicates technical and policy information, follows engineering issues through closure, and handles urgent customer-impacting matters during business hours. The role also supports customer advocacy, training and knowledge sharing, product feedback, documentation updates, and process improvement. The position is remote in the United States.

Requirements

• At least 5 years of experience in customer support, account management, billing operations, trust and safety, or related roles; OR a bachelor's degree in any field and at least 3 years of experience in a customer-facing support or operations role; OR equivalent experience.
• Customer-service orientation, strong teamwork, collaboration, adaptability, and initiative.
• Exceptional verbal, written, organizational, and communication skills.
• Strong technical skills.

Nice To Haves

• Experience handling billing inquiries, subscription management, or invoice-based account support in a SaaS environment.
• Familiarity with trust and safety, compliance documentation such as SOC 2, GDPR requests, or security questionnaires, or account integrity workflows.
• Experience supporting enterprise customers, navigating escalations, and working cross-functionally with Sales, Legal, or Finance teams.
• Comfort with support tools such as Zendesk, Salesforce, or similar CRM/ticketing platforms, and interpreting basic account or usage data.

Responsibilities

• Troubleshoot and resolve complex customer support tickets with minimal or no assistance, using evidence-based diagnosis and clear customer communications.
• Progress assigned open and new tickets within the squad, providing timely, high-quality replies.
• Communicate technical and policy information effectively to customers and internal stakeholders.
• Follow up on bugs and issues filed with Engineering through closure.
• Work proactively with customers on security- and revenue-impacting matters, including account access recovery, compliance clarifications, and billing behavior expectations.
• Manage urgent customer-impacting issues during business hours.
• Provide real-time support by phone and chat, using remote troubleshooting methods when required.
• May provide training and guidance in an area of expertise and develop training and teaching skills.
• Advocate for customers and the team, and act as a liaison between customers and Engineering.
• Identify and report bugs and feature requests based on customer feedback and recurring ticket patterns.
• Update team and public documentation, support discussions, and other repositories.
• 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 in one or more squad categories.

Benefits

• Competitive pay
• Generous learning and growth opportunities
• Benefits to support employees wherever they are
• Certain roles are eligible for annual bonus and stock; eligibility and allocation depend on role and individual impact.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed