Remote Support Engineer III: Advanced tech and Escalations

GitHub; Nederland; Hybrid; EUR 70,000 - 100,000; Full time

Job summary

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. This role will require working non-standard working hours, including weekends and holidays.

Qualifications

• 5+ years' experience in technical customer support, technical writing, system administration, or related roles; OR bachelor's degree in CS or related field with 3+ years in those areas.
• Ability to be On-Duty weekends and holidays on a rotation basis.

Responsibilities

• Troubleshoot tickets of varying complexity with minimal help and follow up on open bugs.
• Provide real-time customer support via phone and chat, using screen sharing and remote tools.
• Communicate technical information clearly to customers and internal teams; report bugs to Engineering.
• May provide training and guidance within a squad and become a SME in one or more areas.
• Advocate for customers, contribute product feedback, and help improve support processes.

Skills

Technical support

Technical writing

System administration

On-call weekends

Education

Bachelor's degree in computer science or related field

Tools

Git

Docker

Job description

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. This role will require working non-standard working hours, including weekends and holidays.