Program Manager - Incident Coordinator

GitHub; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

A leading tech company is seeking an Incident Coordinator to manage technical coordination for urgent customer issues. The ideal candidate has extensive experience in technical customer support and incident management. Responsibilities include engaging with escalations, working with engineering to restore services, and providing updates to leadership. The role supports a remote-first environment and competitive compensation.

Benefits

Competitive pay

Generous learning opportunities

Excellent benefits

Qualifications

• 5+ years of experience in technical customer support or related roles.
• 3+ years managing critical incidents.
• 3+ years providing customer-facing support.

Responsibilities

• Lead internal technical coordination for urgent customer issues.
• Engage on escalations impacting customer access.
• Provide progress updates to GitHub leadership.

Skills

Technical customer support

Incident management

Linux CLI

Customer-facing communications

Education

Bachelor's Degree in Computer Science or related field

Job description

About GitHub

GitHub is the global home for all developers, providing a complete AI-powered developer platform to build, scale, and deliver secure software. Over 150+ million developers, including more than 90% of the Fortune 100 companies, use GitHub to collaborate and experiment across 420+ million repositories.

Locations

This role can be worked from Remote, United States.

Overview

GitHub is seeking a dynamic and passionate Incident Coordinator who is customer-focused and enjoys working in a fast-paced environment with an amazing team of Incident Coordinators. The primary responsibilities for an Incident Coordinator are to lead the internal technical coordination for urgent issues that are impacting GitHub customers.

This role requires the ability to manage and oversee multiple internal work streams with the sole focus of getting the customer back up and operational in the least amount of time, as well as articulate complex technical status updates that may be shared with senior management and the customer.

Responsibilities

• Engage on escalations that are of an “urgent” nature that are impacting the customer’s ability to use and access their GitHub environment.
• Work with support and engineering to ensure that the right internal technical resources are engaged and actively working to restore service.
• Provide internal updates to GitHub leadership on progress being made on restoring service.
• Conduct Retrospectives when needed to address gaps in the support process or ensure that any found bugs are addressed by engineering in a timely manner.
• Work with both support and engineering teams to assign and follow up on any action items that might have come about during a Retrospective.
• Various project work that aligns with the vision and goals of the Incident Coordination team.
• Attend customer-facing calls when necessary to ensure that the customer’s expectations are being met and realign expectations if unable to meet them.
• Manage difficult conversations with the customer and work to realign expectations and de-escalate the situation.

Qualifications

Required Qualifications:

• 5+ years of experience in technical customer support, technical writing, system administration, or related roles, or a Bachelor's Degree in Computer Science or a related field and 3+ years of experience in technical customer support, technical writing, system administration, or related roles, or equivalent experience.
• 3+ years of experience managing critical incidents with high levels of responsibility and ownership.
• 3+ years of experience providing direct customer-facing support.
• Ability to work rotating on-call weekends.

Preferred Qualifications:

• ITIL V3 certified or later.
• Ability to work Pacific and/or Mountain time zone hours.
• Experience partnering with product and engineering teams, public relations and communications professionals, account teams, and security incident response teams.
• Experience working with the Linux CLI.
• Experience working with the GitHub platform, including GitHub Foundations certified and/or GitHub Administration certified.
• Experience working in a fully remote environment.

Compensation Range

The base salary range for this job is USD $38.23 - USD $101.30 per hour.

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. Our teams are dreamers, doers, and pioneers, leading the way in AI, driving humanitarian efforts, and sending open-source to Mars and beyond.

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.

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.