Remote UK: Senior Support Engineer

GitHub; United Kingdom; Remote; GBP 65,000 - 90,000; Full time

Job summary

GitHub is seeking an experienced Support Engineer III to elevate technical customer support. You will manage support tickets, identify bugs, and contribute to product improvements, with weekends/holidays on rotation. Remote in the United Kingdom is available.

The role emphasizes collaboration, process improvement, and building SME knowledge to streamline support and enhance team efficiency. Excellent communication is essential.

Qualifications

• 5+ years in technical customer support, technical writing, system administration, or related roles; or a CS degree plus 3+ years in those areas.
• On-call weekends/holidays on rotation

Responsibilities

• Troubleshoot tickets of varying complexity with minimal assistance. Progresses open tickets and follows up on bugs.
• Provide real-time customer support via phone and chat using remote tools to diagnose and resolve issues.
• Communicate technical information to customers and internal stakeholders; follow up on open bugs with Engineering.
• Identify and report bugs and feature requests based on customer feedback.
• Update knowledge documentation across team and public docs.
• Become a SME in one or more areas and guide others in the squad.

Skills

Technical support

Technical writing

System administration

On-call rotations

Education

Bachelor's degree in CS

Tools

Git

GitHub

Docker

CI/CD pipelines

Job description

GitHub is seeking an experienced Support Engineer III to elevate technical customer support. You will manage support tickets, identify bugs, and contribute to product improvements, with weekends/holidays on rotation. Remote in the United Kingdom is available.

The role emphasizes collaboration, process improvement, and building SME knowledge to streamline support and enhance team efficiency. Excellent communication is essential.