Description

You will serve as a technical expert resolving complex customer issues across GitHub products.

Responsibilities

• Troubleshoot and resolve technical issues for assigned customers via tickets or real-time interaction involving Linux servers, source code, and web applications.
• Lead incident response for customer outages, delivering thorough postmortem reports afterward.
• Act as the primary technical contact for enterprise customers, advising on performance and best practices for GitHub and their infrastructure.
• Manage customer incidents, triage issues during live sessions, and conduct system health checks for Premium Support accounts.
• Lead quarterly business reviews and organize recurring technical touchpoints with assigned accounts.

Required Skills

• 5+ years of experience in technical customer support, system administration, or a related field.
• Familiarity with GitHub, Git, and GitLFS.
• Experience with production virtualization platforms or cloud providers such as VMware ESX, KVM, AWS, or Azure.
• Proficiency in understanding and updating code and scripts, specifically Shell and Ruby.
• Ability to work with and maintain documentation related to customer infrastructure and GitHub Enterprise environments.
• Experience managing technical interactions with large, complex customer accounts.

Key Skills

Education

Any Graduate