Support Engineer III

This job is with Git Hub, an inclusive employer and a member of my Gwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

About Git Hub

Git Hub is the world's leading platform for agentic software development - powered by Copilot to build, scale, and deliver secure software.  Over 180 million developers, including more than 90% of the Fortune 100 companies, use Git Hub to collaborate, and more than 77,000 organisations have adopted Git Hub Copilot.

Locations

In this role you can work from Remote, British Columbia Canada | Remote, Alberta Canada

Overview

Git Hub 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.

You will resolve customer support tickets through web, email, phone, and chat. These tickets are usually submitted by system administrators, involve diagnosing load and networking issues, debugging application errors, and addressing feature requests. You will also collaborate with the engineering team to prioritize development work and with the documentation team to improve customer resources. While Git expertise isn’t required, strong technical skills and a passion for helping people are essential.

The ideal candidate will drive impactful improvements in customer support by fostering teamwork, collaboration, and adaptability. Their initiative and contributions will be crucial in streamlining support processes and enhancing team efficiency.

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

Responsibilities

Regularly troubleshoot and solve complex customer support tickets of varying complexity with minimal or no assistance often involving Linux servers, source code, and web application. Progresses assigned open tickets and assigned new tickets with timely, high-quality replies.  within the assigned squad.
Effectively communicate technical information to customers and internal stakeholders and Follows follow up on open bugs and issues filed with Engineering.
Work proactively with customers on activities such as coordinating upgrades, communicating upcoming features, and ensuring their installation is running smoothly.
Manage urgent customer outages during business hours.
Provide occasional weekend on-call support as part of the team rotation (8 hour shifts, during normal work hours).
Provide real-time customer support via phone and chat, leveraging screen sharing and other remote troubleshooting tools to diagnose and resolve technical issues efficiently
Ticket Work
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.
Training
May provide training and guidance on an area of expertise within a squad. Works on developing their own training/teaching skills.
Customer Advocacy
Advocates for the customer and the team as a priority. May act as a liaison between customer and Engineering.
Product Feedback
Identifies and reports bugs and feature requests based on customer feedback.
Process Improvement
Updates various repos (e.g., team documentation, public documentation, support discussions). Actively contributes to cross-organization and team strategy discussions.
Knowledge Attainment & Sharing
Takes deliberate steps toward becoming a subject matter expert in one or more areas. Actively seeks assistance in specialty areas. Acts as a SME of one or more categories within a squad.

Qualifications

Required Qualifications   5+ years experience in technical customer support, technical writing, system administration, or related roles  OR Bachelor's Degree in Computer Science or related field AND 3+ years experience in technical customer support, technical writing, system administration, or related roles
OR equivalent experience.

Preferred Qualifications   Proficiency in using and troubleshooting Git, Git Hub…