Support 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 States Overview: Regularly troubleshoot tickets of varying complexity, progressing open tickets with timely, high-quality replies. Provide training and guidance on an area of expertise within a squad. Advocates for the customer and the team as a priority. Identifies and reports bugs and feature requests based on customer feedback. Updates various repos (example, team documentation, public documentation, support discussions). Takes deliberate steps toward becoming a subject matter expert in one or more areas. GitHub works remotely and asynchronously as much as possible. While this role does not require you to live near our office, it will require some travel to meet with co-workers or attend company events. This role will require working non-standard working hours, including weekends and holidays. Responsibilities: 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. May provide training and guidance on an area of expertise within a squad. Works on developing their own training/teaching skills. Advocate for the customer and the team as a priority. May act as a liaison between customer and Engineering. Identifies and reports bugs and feature requests based on customer feedback. Updates various repos (e.g., team documentation, public documentation, support discussions). Actively contributes to cross-organization and team strategy discussions. 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 Qualification: 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. 5+ years experience in performing Linux system administrationOR strong experience using and troubleshooting Git and GitHub OR strong experience using and troubleshooting LDAP, SAML SSO and SCIM OR strong experience with DevOps and Security products like GitHub Actions, CodeQL, Dependabot, or similar technologies. 5+ years of experience in some flavor of production-level virtualization platform and/or cloud provider (e.g., VMware ESX, KVM, AWS, Azure). 3+ years of previous experience performing Linux system administration and working with common tools like Docker, systemd, openssl, etc. Preferred: Proficiency in common applications in the web application stack like HAProxy, Nginx, MySQL, and Unicorn. Worked closely with large complex customer accounts in a technical capacity. 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 $73,500.00 - USD $195,000.00 /Yr. These pay ranges are intended to cover roles based across the United States. An individual's base pay depends on various factors including geographical location and review of experience, knowledge, skills, abilities of the applicant. At GitHub certain roles are eligible for benefits and additional rewards, including annual bonus and stock. These rewards are allocated based on individual impact in role. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee's role. 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!