Locations
Remote, United Kingdom
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 role may require working non‑standard 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 GitHub products.
- Act as a single point of contact for technical issues, troubleshooting and resolving complex issues independently.
- Collaborate with Support and Engineering teams to resolve product issues requiring code changes.
- Lead incident response for outages affecting assigned customers, followed by delivery of post‑mortem reports.
- Provide performance and best‑practice advice to enterprise customers and assess their infrastructure.
- Maintain documentation of customer infrastructure, workflows, and GitHub configuration.
- Coordinate with other GitHub teams when additional expertise is required.
- Manage incidents and outages, including live triage via Zoom/screen share.
- Perform incident post‑mortems, ticket analysis, and system health checks for Premium Support customers.
- Lead quarterly business reviews, presenting metrics, data, and health‑check summaries and recommendations.
- Organize weekly or bi‑weekly touchpoints with accounts to review ongoing support issues and projects.
- Proactively coordinate upgrades and ensure smooth installations.
- Set up and onboard new customers into the program.
- Provide weekend on‑call support as part of the rotation (8‑hour shifts during normal work hours).
- Update and maintain repositories, including team and public documentation, and contribute to cross‑organization strategy discussions.
- Ensure systems and processes comply with security standards and regulations.
Qualifications
Required Qualifications
- 5+ years of experience in technical customer support, technical writing, system administration, or related roles.
- Or a bachelor’s degree in computer science (or related field) and 3+ years of experience in the same areas.
- Or equivalent experience.
Preferred Qualifications
- Experience leveraging AI tools and technologies to enhance business processes.
- Deep knowledge of Git, GitLFS, and GitHub administration.
- Experience working closely with large complex customer accounts in a technical capacity.
- Experience with production‑level virtualization or cloud platforms such as VMware, KVM, AWS, or Azure.
- Proficiency in writing and updating code and scripts (Shell, Ruby, Go).
- Knowledge of common web‑application stack components (HAProxy, Nginx, MySQL, Unicorn).
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, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or any other differences. 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!
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