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 100 million people, including developers from 90 of the Fortune 100 companies, use GitHub to build amazing things together across 330+ 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, United Kingdom
Overview:

Regularly troubleshoot tickets of varying complexity, progressing open tickets with timely, high-quality replies. Provide training on new topics within a squad, guiding, assisting, and advising new team members. Foster and grow strong relationships with customers and act as a liaison between customer, Engineering and the Account teams. Work with Engineering to resolve end user issues and develop new GitHub features. Identify and give proactive input on areas of improvement for team processes and/or customer experience. Shares functional knowledge with the team, including in ticket reviews, ticket smashes, and general conversation. 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).

Qualifications:

Required Skills:

• Experience in technical customer support, technical writing, system administration, or related roles.
  • OR Bachelor's Degree in Computer Science or a related field AND 3+ years experience in technical customer support, technical writing, system administration, or related role
  • OR equivalent experience.
• Experience in positions related to customer advocacy and/or technical implementation/systems management directly engaging with customers and gaining an in-depth understanding of how their tools function.
• Previous experience performing Linux system administration and working with common tools like Docker, systemd, openssl, etc.
• Experience in some flavor of production-level virtualization platform and/or cloud provider (e.g., VMware ESX, KVM, AWS, Azure).

Preferred Skills:

• Proficiency in common applications in the web application stack like HAProxy, Nginx, MySQL, and Unicorn .
• Excellent analytical skills & problem solving skills, combined with the ability to provide quick resolution to problems.
• Worked closely with large, complex customer accounts in a technical capacity.
• Deep knowledge of Git, GitLFS, and GitHub.
• Proficiency in, and/or the ability to understand and update, code and scripts (Shell, Ruby, Go)
• Familiarity with Ruby on Rails.

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

Who We Are: GitHub is the world’s leading AI-powered developer platform with 100 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.
EEO Statement: 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!