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Github // online project hosting using Git
 
Engineering, Full Time    Remote - US / Canada    Posted: Thursday, August 05, 2021
 
   
 
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More & more companies are using GitHub Enterprise, so the support team is growing. When our customers have problems, they contact us & it is our goal to help them as quickly & awesomely as possible. We're looking for Enterprise Support Engineers, in North America, some European territories, Australia, Japan, & New Zealand to support our GitHub Enterprise product installed & managed in the customer's virtualization environment.

Your main responsibility will be to work with our customers via web interface, email, phone & chat to solve support tickets. Tickets are usually opened by internal system administrators, & can include investigating load or networking issues, debugging application errors, & discussing feature requests. You'll also work with our engineering team to prioritize issues & development, & our documentation team to improve customer-facing resources. You dont need to be a Git expert, but you do need to have technical experience & a passion for helping people.

The position reports to an Enterprise Support Manager & works closely with other teams & leaders across the company.

GitHub works remotely & 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 & holidays.

About GitHub

Who we are

GitHub is the best place to share code with friends, co-workers, classmates, & complete strangers. Over ten million people use GitHub to build amazing things together. With the collaborative features of GitHub.com, our desktop & mobile apps, & GitHub Enterprise, it has never been easier for individuals & teams to write better code, faster. We have a lot of exciting things to do, & were looking for the right people to grow with us!

Responsibilities

  • Solve complex customer support tickets often involving Linux servers, source code, & web application issues
  • Effectively communicate technical information to customers & engineering groups at GitHub
  • Work proactively with customers on activities such as coordinating upgrades, communicating upcoming features, & ensuring their installation is running smoothly
  • Identify bugs & 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 & grammar skills

Preferred Qualifications

  • Worked closely with large complex customer accounts
  • Familiarity with Git & GitHub
  • Experience with phone support
  • Ability to look through & understand code (Ruby / Bash)
  • Previous experience as a Linux System Administrator
  • Previous experience providing on-site consulting or professional services

Who We Are:

GitHub is the developer company. We make it easier for developers to be developers: to work together, to solve challenging problems, & to create the worlds most important technologies. We foster a collaborative community that can come togetheras individuals & in teamsto create the future of software & 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, & 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 & 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 & lifestyles. We embrace diversity & 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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