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Github // online project hosting using Git
 
Engineering, Full Time    Remote - Europe    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 Escalation Support Engineers to help our customers with any particularly complex & challenging issues they may encounter when using our self-hosted GitHub Enterprise Server product.

Your main responsibility will be to work with our customers via web interface & at times a phone/video bridge 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 & documentation teams to prioritize the development of product enhancements, bug fixes, & documentation. 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.

The Escalations Support Engineer role may at times require you to work non-standard hours, including weekends & holidays.

Responsibilities

  • Manage critical customer escalations.
  • Work proactively with customers & internal GitHub teams to troubleshoot & resolve escalated customer issues.
  • Solve complex customer support tickets often involving Linux servers, source code, & web application issues.
  • Identify bugs or customer concerns within GitHub Enterprise products & work with Engineering to improve them.
  • Provide input & expertise on ways to improve Support training around escalated issues.
  • Actively identify process improvement opportunities & take ownership of solutions.
  • Be the technical liaison to other teams within GitHub.
  • Be an escalation point & subject matter expert for high-urgency tickets or issues.
  • Effectively communicate technical information to customers, engineering teams, & leadership/management within GitHub.

Minimum Qualifications

  • Solid understanding of how modern web applications work.
  • Prior experience providing customer-facing technical support.
  • Excellent problem solving skills.
  • Familiarity with some flavor of production-level virtual machine (e.g., VMware ESX, Xen, KVM).
  • Experience troubleshooting third party middleware (e.g., MySQL, Elasticsearch, Redis)
  • Enthusiasm for working directly with customers.
  • Stellar English & grammar skills.
  • Ability to effectively teach technical concepts & processes to other team members.
  • Ability to look through & understand code (Ruby / Bash).
  • Able to think quickly & collaborate "hands-on" with customers in realtime via a video or desktop sharing session.
  • Very strong ownership & follow through capabilities.

Preferred Qualifications

  • Experience working closely with large complex customer accounts.
  • Familiarity with Git & GitHub.
  • Previous experience as a Linux System Administrator.
  • Previous experience providing on-site consulting or professional services.
  • Ability to understand & code in Ruby, Bash, & optionally Go.

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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