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GitHub Senior Enterprise Support Engineer- North America

via

Headquarters: Remote
URL: https://github.com/

More and more companies are using GitHub Enterprise, so the support team is growing. When our customers have problems, they contact us and it is our goal to help them as quickly and awesomely as possible. We're looking for Enterprise Support Engineers in North America to support our GitHub Enterprise product installed and managed in the customer's virtualization environment.

Your main responsibility will be to work with our customers via web interface, email, phone and chat to solve support tickets. Tickets are usually opened by internal system administrators, and can include investigating load or networking issues, debugging application errors, and discussing feature requests. You'll also work with our engineering team to prioritize issues and development, and our documentation team to improve customer-facing resources. You don’t need to be a Git expert, but you do need to have technical experience and a passion for helping people.

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

GitHub works remotely and 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 and holidays.

Responsibilities

Solve complex customer support tickets often involving Linux servers, source code, and web application issues
Effectively communicate technical information to customers and engineering groups at GitHub
Work proactively with customers on activities such as coordinating upgrades, communicating upcoming features, and ensuring their installation is running smoothly
Identify bugs and improvements in the GitHub Enterprise codebase
Manage urgent customer outages during business hours
Train and mentor team members on technical concepts and processes
Actively identify process improvement opportunities and take ownership of solutions
Lead and lend expertise to special projects
Be the technical liaison to other teams within GitHub
Be an escalation point and subject matter expert for high-urgency tickets or issues

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)
Enthusiasm for working directly with customers
Stellar English and grammar skills
Ability to effectively teach technical concepts and processes to other team members
Ability to look through and understand code (Ruby / Bash)