Senior Remote Support Engineer — Enterprise

GitHub; Amsterdam; A distancia; EUR 60.000 - 90.000; Jornada completa

Descripción de la vacante

GitHub is seeking a seasoned Support Engineer III to join our growing Support Engineering team. You will manage customer tickets, identify bugs, and contribute to product improvements while collaborating across teams to improve processes and outcomes.

The role requires adapting to non-standard hours, including weekends and holidays, and may involve training peers within a squad. Strong communication and collaboration with Engineering are essential.

Formación

• 5+ years' experience in technical customer support, technical writing, system administration, or related roles.
• Bachelor's degree in computer science or related field OR equivalent experience.
• Ability to be On-Duty weekends and holidays on a rotation basis.

Responsabilidades

• 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.

Conocimientos

Technical customer support experience

On-call weekend/holiday rotation

Educación

Bachelor's degree in computer science or related field

Herramientas

Git/GitHub workflows

Docker

VMware/AWS/Azure

CI/CD pipelines

VS Code/IntelliJ

Descripción del empleo

GitHub is seeking a seasoned Support Engineer III to join our growing Support Engineering team. You will manage customer tickets, identify bugs, and contribute to product improvements while collaborating across teams to improve processes and outcomes.

The role requires adapting to non-standard hours, including weekends and holidays, and may involve training peers within a squad. Strong communication and collaboration with Engineering are essential.