Customer Reliability Engineer III id-7066

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. 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 States
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.

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

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.

Preference will be given to candidates who are based in PST timezone.

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 Qualifications:

• 5+ years experience in technical customer support, technical writing, system administration, or related roles.
  o 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 roles.
  o OR equivalent experience.
• 5+ years of 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.
• 3+ years of previous experience performing Linux system administration and working with common tools like Docker, systemd, openssl, etc.
• 5+ years of 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.

Compensation Range: The base salary range for this job is USD $38.22 - USD $101.30 /Hr.