Job Title

About GitHub As the global home for all developers, GitHub is the complete AIpowered 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. 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, Ontario Canada. Overview GitHub is growing its Customer Success & Support team and were 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 longterm satisfaction and loyalty while fostering innovation and collaboration across teams. This role may require working nonstandard working hours, including weekends and holidays oncall as part of a teamwide rotation. Responsibilities Work with assigned customers via support tickets and/or realtime 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 customers infrastructure. Understand and maintain documentation around the customer infrastructure, workflows, and configuration of GitHub. 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 healthcheck summary and recommendations. Organize and lead weekly/biweekly 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. Setup and onboard new assigned customers into the program. Provide weekend oncall support as part of the team rotation (8hour shifts during normal work hours). Update and maintain various repositories, including team and public documentation, and actively contribute to crossorganization strategy discussions. Ensure that systems and processes comply with security standards and regulations, implementing best practices to protect customer data and maintain system integrity. Required Qualifications 5+ years experience in technical customer support, technical writing, system administration, or related roles. Bachelors degree in computer science or related field AND 3+ years experience in technical customer support, technical writing, system administration, or related roles. Equivalent experience. Preferred Qualifications Experience leveraging AI tools and technologies to enhance business processes and drive innovation. Deep knowledge of Git, GitLFS, GitHub Administrator, and GitHub. Worked closely with large complex customer accounts in a technical capacity. Experience with productionlevel virtualization platform(s) and/or cloud provider(s) (e.g., VMware ESX, KVM, AWS, Azure). Proficiency with and/or ability to understand and update code and scripts (e.g., Shell, Ruby, Go). Proficiency in common applications in the web application stack (e.g., HAProxy, Nginx, MySQL, and 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 dont 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 theres any way we can make the interview process better for you; were happy to accommodate! #J-18808-Ljbffr