At a Glance
- Tasks: Troubleshoot technical issues and manage support tickets for a leading software platform.
- Company: Join GitHub, the world's top platform for software development and innovation.
- Benefits: Remote work, competitive pay, and generous learning opportunities await you.
- Other info: Flexible working hours, including weekends, with excellent career growth potential.
- Why this job: Make a real impact by enhancing customer support and collaborating with a dynamic team.
- Qualifications: 5+ years in technical support or a related field; strong communication skills required.
The predicted salary is between 52200 - 63800 £ per year.
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. This role will require working non-standard working hours, including weekends and holidays.
Responsibilities
- Troubleshooting: Regularly troubleshoot tickets of varying complexity with minimal or no assistance. Progress assigned open tickets and assigned new tickets with timely, high-quality replies within the assigned squad. Follow up on open bugs and issues filed with Engineering.
- Provide real-time customer support via phone and chat, leveraging screen sharing and other remote troubleshooting tools to diagnose and resolve technical issues efficiently. Effectively communicate technical information to customers and internal stakeholders.
- 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. Work proactively with customers on activities such as coordinating upgrades, communicating upcoming features, and ensuring their installation is running smoothly.
- Product Feedback: Identifies and reports bugs and feature requests based on customer feedback.
- Process Improvement: Updates various knowledge documentation (e.g., team documentation, public documentation, support 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. Ability to be On-Duty weekends and holidays on a rotation basis.
Preferred Qualifications: Proficiency in using and troubleshooting Git, GitHub or similar version control systems, with a strong understanding of software development workflows and tools, such as CI/CD pipelines, code security, issue tracking systems, code editors/IDEs (e.g., VS Code, IntelliJ IDEA). Experience performing Linux system administration and working experience with common tools like Docker, systemd, openssl, etc. Familiarity with production-level virtualization platforms and/or cloud providers (e.g., VMware ESX, KVM, AWS, Azure). Experience in customer-service oriented environment, with strong teamwork, collaboration, adaptability, and initiative. Experience providing technical support to enterprise customers is required, along with exceptional verbal, written, organizational, presentation, and communication skills.
GitHub values: Customer-obsessed, Ship to learn, Growth mindset, Own the outcome, Better together, Diverse and inclusive.
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.
Support Engineer III employer: GitHub
GitHub is an exceptional employer, offering a remote-first work culture that prioritises flexibility and inclusivity. With competitive pay, generous learning opportunities, and a commitment to employee growth, GitHub fosters an environment where diverse thinkers can thrive and contribute to innovative AI-powered solutions that impact millions of developers worldwide.
StudySmarter Expert Advice🤫
We think this is how you could land Support Engineer III
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at GitHub. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like GitHub before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Support Engineer III
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to GitHub:Your cover letter is your chance to shine! Tell us why you want to work at GitHub specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at GitHub!
How to prepare for a job interview at GitHub
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
