LOCATIONS

In this role you can work from Remote, Netherlands
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

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

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 are—because we know that people flourish when they can work on their own terms.
Join us, and let’s change the world, together.

Please refer the Job description for details