Support Engineer III

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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.

In this role you can work from Remote, Canada

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 and 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.

• 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.
• Progress assigned open tickets and new tickets with timely, high‑quality replies within the assigned squad.
• Effectively communicate technical information to customers and internal stakeholders, and 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.
• Advocate for the customer and the team as a priority, acting as a liaison between customers and Engineering.
• Identify and report bugs and feature requests based on customer feedback.
• Update various repositories (e.g., team documentation, public documentation, support discussions) and actively contribute to cross‑organization and team strategy discussions.
• Takes deliberate steps toward becoming a subject‑matter expert in one or more areas, actively seeks assistance in specialty areas, and acts as an SME of one or more categories within the squad.

• 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

• Proficiency in using and troubleshooting Git, Git Hub or similar version control systems, with a strong understanding of software development workflows and tools (CI/CD pipelines, code security, issue tracking systems, code editors/IDEs such as VS Code, Intelli
  
  J IDEA).
• Previous experience performing Linux system administration and working with common tools like Docker, system openssl, etc.
• Familiarity with production‑level virtualization platforms and/or cloud providers (e.g., VMware ESX, KVM, AWS, Azure).
• Must be customer‑service oriented, with strong teamwork, collaboration, adaptability, and initiative. Prior experience providing technical support to enterprise customers is required, along with exceptional…