Support Engineer II

GitHub is growing its Support Engineering team and we're seeking experienced professionals to elevate our technical customer support efforts. As a Support Engineer II, you will manage support tickets, identify and report bugs, and contribute to innovative product developments. 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. Regularly troubleshoot tickets of varying complexity, progressing open tickets with timely, high-quality replies. Provide training and guidance on an area of expertise within a squad. Advocates for the customer and the team as a priority. Identifies and reports bugs and feature requests based on customer feedback. Updates various repos (example, team documentation, public documentation, support discussions). Takes deliberate steps toward becoming a subject matter expert in one or more areas. 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 will require working non-standard working hours, including weekends and holidays. Responsibilities:

Responsibilities

Ticket Work

• Handles lowest difficulty tickets without assistance; may handle tickets of varying

higher complexity as comfortable while actively building knowledge through

squads, pairing, and training. Progresses assigned open tickets and assigns new

tickets with timely, high-quality replies within assigned squad. Follows up on open

bugs and issues filed with Engineering.

Customer Advocacy

• Represents the needs of the customer in department-wide discussions.Product Feedback

Takes steps to learn the product feedback process through observation and inquiry.

Under supervision, identifies and reports bugs and feature requests based on

customer feedback.

Process Improvement

Takes steps to learn internal processes. May participate in team strategy or process

discussions.

Knowledge Attainment & Sharing

Completes assigned trainings and certifications, or equivalent. Works to attain

broad knowledge of multiple categories within a squad. Solicits assistance from

peers when appropriate.

Do you have experience in Leadership?, Do you have a Bachelor's degree?, * 3+ years experience in technical customer support, technical writing, system

administration, or related roles

o OR Bachelor's Degree in Computer Science or related field AND 1+ year(s)

experience in technical customer support, technical writing, system

administration, or related roles

o OR equivalent experience.

GitHub Leadership Principles:

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

GitHub is where people build software. More than 150 million people use GitHub to discover, fork, and contribute to over 420 million projects.