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Github // online project hosting using Git
 
Engineering, Full Time    Remote - Global    Posted: Saturday, June 26, 2021
 
   
 
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JOB DETAILS
 

GitHub prides itself for providing industry-leading support to our Enterprise & Developer customers.  The Support Operations team is comprised of engineers & program managers that work to reduce support issues by proactively identifying issues in the product, escalating any issues that arise to product & engineering in some situations & in others, build & ship fixes in the GitHub.com & GitHub Enterprise Cloud & GitHub Enterprise Server products.  Were looking for an experienced, empathetic engineer with a strong commitment to supporting our customers.

Responsibilities

  • Serve as a mentor, pair, & delegate work to other engineers on the team.
  • Influence architectural design design decisions of our Support & Customer Success products. 
  • Work closely with Customer Success leadership
  • Encourage professional & technical growth across the entire Customer Success organization.
  • Build tools & integrations that provide a seamless customer support experience.
  • Document any tools or integrations you build.
  • Work closely with Supportability Program Management to identify & implement tools & processes that reduce support ticket volume or ticket resolution time.
  • Collaborate closely with Product & Engineering teams to fix bugs & implement features that reduce customer issues. 
  • Work with Product & Engineering teams to advocate for all Customer Success teams & our customers.
  • Participate in escalations from the support team & help prioritize fixes with the Engineering teams.
  • Evaluate & recommend solutions, & guide team decision making.

Minimum Requirements

  • 10 + years experience developing web applications, Linux system administration or technical support.
  • Excellent problem solving skills.
  • Technical leadership experience.
  • A strong sense of empathy for our customers & team supporting them.
  • Strong communication skills both written & verbal.
  • Familiarity with some flavor of production-level virtual machine (e.g., VMware ESX, Xen, KVM).

Preferred Qualifications

  • Experience with Ruby & Go based back end systems, or something similar & a willingness to learn
  • Experience with JavaScript & front-end client libraries (e.g. React)
  • SQL & general database knowledge
  • Experience with RESTful APIs and/or GraphQL
  • Solid knowledge of testing principles

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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