Posted about 5 years ago

This role is located in EMEAMore and more companies are using GitHub Enterprise, so the support team is growing. When our customers have problems, they contact us and it is our goal to help them as quickly and awesomely as possible. We're looking for Enterprise Support Engineers, in North America, some European territories, Australia, Japan, and New Zealand to support our GitHub Enterprise product installed and managed in the customer's virtualization environment.Your main responsibility will be to work with our customers via web interface, email, phone and chat to solve support tickets. Tickets are usually opened by internal system administrators, and can include investigating load or networking issues, debugging application errors, and discussing feature requests. You'll also work with our engineering team to prioritize issues and development, and our documentation team to improve customer-facing resources. You don’t need to be a Git expert, but you do need to have technical experience and a passion for helping people.The position reports to an Enterprise Support Manager and works closely with other teams and leaders across the company.GitHub works remotely and asynchronously as much as possible. While this role does not require you to live near our office, it will require some travel to meet with co-workers or attend company events.This role may require working non-standard working hours, including weekends and holidays. ResponsibilitiesSolve complex customer support tickets often involving Linux servers, source code, and web application issuesEffectively communicate technical information to customers and engineering groups at GitHubWork proactively with customers on activities such as coordinating upgrades, communicating upcoming features, and ensuring their installation is running smoothlyIdentify bugs and improvements in the GitHub Enterprise codebaseManage urgent customer outages during business hoursMinimum QualificationsGeneral understanding of how modern web applications workPrior experience providing technical supportExcellent problem solving skillsFamiliarity with some flavor of production-level virtual machine (e.g., VMware ESX, Xen, KVM)Enthusiasm for working directly with customersStellar English and grammar skillsPreferred QualificationsWorked closely with large complex customer accountsFamiliarity with Git and GitHubExperience with phone supportAbility to look through and understand code (Ruby / Bash)Previous experience as a Linux System AdministratorPrevious experience providing on-site consulting or professional servicesWho We Are:GitHub is the developer company. Over 31 million people use GitHub to build amazing things together across 100 million repositories. We make it easier for developers to be developers: to work together, to solve challenging problems, to create the world’s most important technologies. We foster a collaborative community that can come together—as individuals and in teams—to create the future of software and make a difference in the world.What We Value:Collaboration: We believe the best work is done together. Empathy: We believe in putting people first. Quality: We believe in setting the standard for excellence. Positive Impact: We believe in making the world a better place through our work. Shipping: We believe in creating things for the people using them.Why You Should Join:At GitHub, we constantly strive to create an environment that allows our employees (Hubbers) to do the best work of their lives. We've designed one of the coolest workspaces in San Francisco (HQ), where over half of our Hubbers work, snack, and create daily. The other half of our Hubbers work remotely in 18 countries across the globe. Here is a complete list of where we can hire!We are also committed to keeping Hubbers healthy, motivated, focused and creative. We've designed our top-notch benefits program with these goals in mind. In a nutshell, we've built a place where we truly love working, we think you will too.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!Where We Can HirePlease note that benefits vary by country, if you have any questions, please don't hesitate to ask your Talent Partner.