Support Engineer III

About GitHub
GitHub 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 GitHub to collaborate, and more than 77,000 organisations have adopted GitHub Copilot.

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

Overview
GitHub 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, GitHub or similar version control systems, with a strong understanding of software development workflows and tools, such as CI/CD pipelines, code security, issue tracking systems, code editors/IDEs(e.g., VS Code, IntelliJ IDEA)
• Previous experience as performing Linux system administration and working experience 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 verbal, written, organizational, presentation, and communication skills.

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