Customer Reliability Engineer III

About GitHub
As the global home for all developers, GitHub is the complete AI-powered developer platform to build, scale, and deliver secure software. Over 150+ million developers, including more than 90% of the Fortune 100 companies, use GitHub to collaborate and experiment across 420+ million repositories. With all the collaborative features of GitHub, it has never been easier for individuals and teams to write faster, better code.

Locations
In this role you can work from Remote, Ontario Canada

Overview
GitHub is growing its Customer Success & Support team and we're seeking experienced professionals to elevate our technical customer support efforts. As a Customer Reliability Engineer III, you will efficiently manage and resolve customer issues and act as a liaison between customers and the engineering team. The ideal candidate will drive transformative customer experiences, ensuring long-term satisfaction and loyalty while fostering innovation and collaboration across teams.

This role may require working non-standard working hours, including weekends and holidays on-call as part of a team-wide rotation.

Responsibilities

• Work with assigned customers via support tickets and/or real-time interaction (phone/screen sharing) to solve technical issues related to their usage of GitHub products often involving Linux servers, source code, and web application issues.
• Act as a single point of contact for technical issues with ability to troubleshoot and resolve complex issues independently.
• Collaborate with the Support and Engineering teams to resolve product issues requiring code changes.
• Lead incident response for outages affecting assigned customers, followed by delivery of postmortem reports.
• Act as a single point of contact for specific enterprise customers to provide performance, and best practice advice and assessment related to GitHub and customer's infrastructure.
• Understand and maintain documentation around the customer infrastructure, workflows, and configuration of GitHub
• Enterprise Server or GitHub Enterprise Cloud environment.
• Coordinate and collaborate with other teams at GitHub when additional expertise is needed to resolve customer issues.
• Manage customer incidents and outages, including joining Zoom/screen share sessions for live triage.
• Perform incident postmortems, ticket analysis, and system health checks for Premium Support customers as needed.
• Lead quarterly business reviews for the assigned accounts by presenting metrics, data, and health check summary and recommendations.
• Organize and lead weekly/bi-weekly touchpoints with assigned accounts to review ongoing Support issues and projects.
• Work proactively with customers on activities such as coordinating upgrades and ensuring their installation is running smoothly.
• Set-up and onboard new assigned customers into the program.
• Provide weekend on-call support as part of the team rotation (8 hour shifts, during normal work hours).
• Update and maintain various repositories, including team and public documentation, and actively contribute to cross-organization strategy discussions.
• Ensure that systems and processes comply with security standards and regulations, implementing best practices to protect customer data and maintain system integrity.

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:

• Experience leveraging AI tools and technologies to enhance business processes and drive innovation.
• Deep knowledge of Git, GitLFS, GitHub Administrator, and GitHub
• Worked closely with large complex customer accounts in a technical capacity
• Experience with production-level virtualization platform(s) and/or cloud provider(s) (e.g., VMware ESX, KVM, AWS, Azure)
• Proficiency with and/or ability to understand and update code and scripts (e.g., Shell, Ruby, Go)
• Proficiency in common applications in the web application stack (e.g., HAProxy, Nginx, MySQL, and Unicorn)

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

Who We Are
GitHub is the world's leading AI-powered developer platform with 150 million developers and counting. We're also home to the biggest open-source community on earth (and 99% of the world's software has open-source code in its DNA). Many of the apps and programs you use every day are built on GitHub.

Our teams are dreamers, doers, and pioneers, leading the way in AI, driving humanitarian efforts around the globe, and even sending open source to Mars (and beyond). At GitHub, our goal is to create the space you need to do your best work. We're remote-first and offer competitive pay, generous learning and growth opportunities, and excellent benefits to support you, wherever you are—because we know that people flourish when they can work on their own terms.

Join us, and let's change the world, together.

Equal Employment Opportunity
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