Support Engineer III

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

About GitHub

GitHub is the world’s leading platform for agentic software development — powered by Copilot to build, scale, and deliver secure software. Over 180 million developers, including more than 90% of the Fortune 100 companies, use GitHub to collaborate, and more than 77,000 organisations have adopted GitHub Copilot.

Locations

In this role you can work from Remote, United Kingdom

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. 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. 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.

• 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 and Follows follow 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.

• 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, o 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 as 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 Leadership Principles

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

EEO Statement

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!