Support Engineer III

Job Description About GitHub As the global home for all developers, GitHub is the complete AI-powered developer platform to build, scale, and deliver secure software. Over 150+ million developers, including more than 90% of the Fortune 100 companies, use GitHub to collaborate and experiment across 420+ million repositories. With all the collaborative features of GitHub, it has never been easier for individuals and teams to write faster, better code. Locations In this role you can work from Remote, India Overview GitHub is growing its Support Engineering team and we're seeking experienced professionals to elevate our technical customer support efforts. As a Support Engineer III, you will manage support tickets, identify and report bugs, and contribute to innovative product developments. The ideal candidate will drive impactful improvements in customer support by fostering teamwork, collaboration, and adaptability. Their initiative and contributions will be crucial in streamlining support processes and enhancing team efficiency. Regularly troubleshoot tickets of varying complexity, progressing open tickets with timely, high-quality replies. Provide training and guidance on an area of expertise within a squad. Advocates for the customer and the team as a priority. Identifies and reports bugs and feature requests based on customer feedback. Updates various repos (example, team documentation, public documentation, support discussions). Takes deliberate steps toward becoming a subject matter expert in one or more areas. 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 Ticket Work - Regularly troubleshoot tickets of varying complexity with minimal or no assistance. Progresses assigned open tickets and assigned new tickets with timely, high-quality replies within the assigned squad. Follows up on open bugs and issues filed with Engineering. Training - May provide training and guidance on an area of expertise within a squad. Works on developing their own training/teaching skills. Customer advocacy - Advocates for the customer and the team as a priority. May act as a liaison between customer and Engineering. Product Feedback - Identifies and reports bugs and feature requests based on customer feedback. Process Improvement - Updates various knowledge documentation and repos (e.g., team documentation, public documentation, support discussions). - Actively contributes to cross-organization and team strategy discussions. Knowledge Attainment & Sharing - Takes deliberate steps toward becoming a subject matter expert in one or more areas. Actively seeks assistance in specialty areas. Acts as a SME of one or more categories within a squad. Qualifications Required Qualifications: - 5+ years experience in technical customer support, technical writing, system administration, or related roles - OR Bachelor's Degree in Computer Science or related field AND 3+ years experience in technical customer support, technical writing, system administration, or related roles - OR equivalent experience. - 5+ years experience in performing Linux system administration - OR strong experience using and troubleshooting Git and GitHub - OR strong experience using and troubleshooting LDAP, SAML SSO and SCIM - OR strong experience with DevOps and Security products like GitHub Actions, CodeQL, Dependabot, or similar technologies. - 5+ years of experience in some flavor of production-level virtualization platform and/or cloud provider (e.g., VMware ESX, KVM, AWS, Azure) - 3+ years of previous experience performing Linux system administration and working with common tools like Docker, systemd, openssl, etc. Preferred Qualifications: - Proficiency in common applications in the web application stack like HAProxy, Nginx, MySQL, and Unicorn. - Worked closely with large complex customer accounts in a technical capacity. - Proficiency in, and/or the ability to understand and update code and scripts (Shell, Ruby, Go) - Familiarity with Ruby on Rails. - Familiar with CI/CD platforms GitHub values - Customer-obsessed - Ship to learn - Growth mindset - Own the outcome - Better together - Diverse and inclusive Manager fundamentals - Model - Coach - Care Leadership principles - Create clarity - Generate energy - Deliver success Who We Are GitHub is the world's leading AI-powered developer platform with 150 million developers and counting. We're also home to the biggest open-source community on earth (and 99% of the world's software has open-source code in its DNA). Many of the apps and programs you use every day are built on GitHub. Our teams are dreamers, doers, and pioneers, leading the way in AI, driving humanitarian efforts around the globe, and even sending open source to Mars (and beyond). At GitHub, our goal is to create the space you need to do your best work. We're remote-first and offer competitive pay, generous learning and growth opportunities, and excellent benefits to support you, wherever you arebecause we know that people flourish when they can work on their own terms. Join us, and let's change the world, together. Equal Employment Opportunity GitHub is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and 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