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Posted about 1 year ago

More 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 an Enterprise Support Manager, in Asia Pacific, who will be responsible for the oversight and performance of a distributed staff answering customer support requests, triaging issues, and providing solutions. Candidates must currently be located in Australia, Japan, or New Zealand and possess legal working authorization.The position reports to the Director of Enterprise Support 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, customers, and interview candidates.ResponsibilitiesManage, mentor, and coach team membersProvide career development planning and guidanceMeet 1-1 with team members on a regular basisHire, onboard, and train new team membersMaintain cross-team communication between Support, Engineering, and SalesWork with the Enterprise Support Director on the development and execution of team strategyWork with Enterprise Support managers/teams to foster cross team collaborationFacilitate the implementation of new processes to improve customer supportPromote and build upon the unique collaborative culture of Enterprise SupportHandle and follow-up on customer escalationsCollect and analyze support metrics to drive improvementsQualificationsExperience leading a globally distributed teamExperience in technical supportExperience with personnel hiringStellar written and oral communication skillsExcellent problem solving skillsAt least 2-3 years of experience working with and troubleshooting Linux serversAbility to look through and understand code (Ruby / Bash)Enthusiasm for working directly with customersPassionate about creating and fostering good support practicesStrong empathy for GitHub users and GitHub SupportBonus points if you haveScaled a quickly growing support teamExperience working and managing remotelyKnowledge of Git and GitHub