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- Tasks: Solve technical issues for customers and collaborate with engineering teams.
- Company: Join GitHub's dynamic Customer Success & Support team.
- Benefits: Remote work, competitive salary, and a diverse workplace.
- Other info: Flexible hours, including weekends, with opportunities for growth.
- Why this job: Make a real impact by enhancing customer experiences with cutting-edge technology.
- Qualifications: 5+ years in technical support or a related field; coding skills preferred.
The predicted salary is between 60000 - 80000 £ per year.
GitHub is growing its Customer Success & Support team and we’re seeking experienced professionals to elevate our technical customer support efforts. As a Customer Reliability Engineer III, you will efficiently manage and resolve customer issues and act as a liaison between customers and the engineering team. The role may require working non-standard hours, including weekends and holidays on-call as part of a team-wide rotation.
Responsibilities
- Work with assigned customers via support tickets and/or real-time interaction (phone/screen sharing) to solve technical issues related to GitHub products.
- Act as a single point of contact for technical issues, troubleshooting and resolving complex issues independently.
- Collaborate with Support and Engineering teams to resolve product issues requiring code changes.
- Lead incident response for outages affecting assigned customers, followed by delivery of post-mortem reports.
- Provide performance and best-practice advice to enterprise customers and assess their infrastructure.
- Maintain documentation of customer infrastructure, workflows, and GitHub configuration.
- Coordinate with other GitHub teams when additional expertise is required.
- Manage incidents and outages, including live triage via Zoom/screen share.
- Perform incident post-mortems, ticket analysis, and system health checks for Premium Support customers.
- Lead quarterly business reviews, presenting metrics, data, and health-check summaries and recommendations.
- Organize weekly or bi-weekly touchpoints with accounts to review ongoing support issues and projects.
- Proactively coordinate upgrades and ensure smooth installations.
- Set up and onboard new customers into the program.
- Provide weekend on-call support as part of the rotation (8-hour shifts during normal work hours).
- Update and maintain repositories, including team and public documentation, and contribute to cross-organization strategy discussions.
- Ensure systems and processes comply with security standards and regulations.
Qualifications
Required Qualifications
- 5+ years of experience in technical customer support, technical writing, system administration, or related roles. Or a bachelor’s degree in computer science (or related field) and 3+ years of experience in the same areas. Or equivalent experience.
Preferred Qualifications
- Experience leveraging AI tools and technologies to enhance business processes.
- Deep knowledge of Git, GitLFS, and GitHub administration.
- Experience working closely with large complex customer accounts in a technical capacity.
- Experience with production-level virtualization or cloud platforms such as VMware, KVM, AWS, or Azure.
- Proficiency in writing and updating code and scripts (Shell, Ruby, Go).
- Knowledge of common web-application stack components (HAProxy, Nginx, MySQL, Unicorn).
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, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or any other differences. 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!
Customer Reliability Engineer III employer: GitHub, Inc.
Contact Detail:
GitHub, Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Reliability Engineer III
✨Tip Number 1
Network like a pro! Reach out to folks in your industry on LinkedIn or at local meetups. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those tricky interview questions! Research common queries for Customer Reliability Engineer roles and practice your responses. We recommend using the STAR method to structure your answers – it really helps!
✨Tip Number 3
Show off your skills! If you’ve got a portfolio or examples of your work, bring them along to the interview. Demonstrating your technical prowess can set you apart from the competition.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are genuinely interested in joining our team.
We think you need these skills to ace Customer Reliability Engineer III
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Reliability Engineer III role. Highlight your relevant experience in technical support and any specific skills that match the job description, like your knowledge of Git or cloud platforms.
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled complex technical issues in the past. We want to see your thought process and how you approach problem-solving, especially in high-pressure situations.
Keep It Professional Yet Personal: While we love a friendly tone, remember to maintain professionalism in your written application. Let your personality shine through, but keep it relevant to the role and the company culture at GitHub.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it makes tracking your application easier for both you and us.
How to prepare for a job interview at GitHub, Inc.
✨Know Your Tech Inside Out
As a Customer Reliability Engineer III, you'll need to be well-versed in Git, GitHub, and various cloud platforms. Brush up on your technical knowledge and be ready to discuss specific scenarios where you've resolved complex issues. This will show your expertise and confidence.
✨Prepare for Real-Time Problem Solving
Expect to demonstrate your troubleshooting skills during the interview. Practice explaining how you would handle a technical issue in real-time, perhaps through a mock screen-sharing session. This will help you showcase your ability to think on your feet and communicate effectively.
✨Showcase Your Collaboration Skills
Collaboration with support and engineering teams is key in this role. Be prepared to share examples of how you've worked with cross-functional teams in the past. Highlight any experiences where you led incident responses or coordinated upgrades, as this will resonate well with the interviewers.
✨Emphasise Your Customer-Centric Approach
Since you'll be acting as a liaison between customers and the engineering team, it's crucial to demonstrate your commitment to customer success. Share stories that illustrate how you've gone above and beyond to ensure customer satisfaction, especially in high-pressure situations.