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Enterprise Support Engineer, Apac Remote

Enterprise Support Engineer, Apac Remote
Company:

Github


Details of the offer

More and more companies are using GitHub Enterprise, so the support team is growing. When our customers have problems, they contact us and it is our goal to help them as quickly and awesomely as possible. We're looking for Enterprise Support Engineers, in North America, some European territories, Australia, Japan, and New Zealand to support our GitHub Enterprise product installed and managed in the customer's virtualization environment.
Your main responsibility will be to work with our customers via web interface, email, phone and chat to solve support tickets. Tickets are usually opened by internal system administrators, and can include investigating load or networking issues, debugging application errors, and discussing feature requests. You'll also work with our engineering team to prioritize issues and development, and our documentation team to improve customer-facing resources. You don’t need to be a Git expert, but you do need to have technical experience and a passion for helping people.
The position reports to an Enterprise Support Manager and works closely with other teams and leaders across the company.
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.
About GitHub
GitHub is the best place to share code with friends, co-workers, classmates, and complete strangers. Over ten million people use GitHub to build amazing things together. With the collaborative features of GitHub.com, our desktop and mobile apps, and GitHub Enterprise, it has never been easier for individuals and teams to write better code, faster. We have a lot of exciting things to do, and we’re looking for the right people to grow with us!
Responsibilities
Solve complex customer support tickets often involving Linux servers, source code, and web application issues
Effectively communicate technical information to customers and engineering groups at GitHub
Work proactively with customers on activities such as coordinating upgrades, communicating upcoming features, and ensuring their installation is running smoothly
Identify bugs and improvements in the GitHub Enterprise codebase
Manage urgent customer outages during business hours
Minimum Qualifications
General understanding of how modern web applications work
Prior experience providing technical support
Excellent problem solving skills
Familiarity with some flavor of production-level virtual machine (e.g., VMware ESX, Xen, KVM)
Enthusiasm for working directly with customers
Stellar English and grammar skills
Preferred Qualifications
Worked closely with large complex customer accounts
Familiarity with Git and GitHub
Experience with phone support
Ability to look through and understand code (Ruby / Bash)
Previous experience as a Linux System Administrator
Previous experience providing on-site consulting or professional services
Who We Are:
GitHub is the developer company. We make it easier for developers to be developers: to work together, to solve challenging problems, and to create the world’s most important technologies. We foster a collaborative community that can come together—as individuals and in teams—to create the future of software and make a difference in the world.
Leadership Principles:
Customer Obsessed - Trust by Default - Ship to Learn - Own the Outcome - Growth Mindset - Global Product, Global Team - Anything is Possible - Practice Kindness
Why You Should Join:
At GitHub, we constantly strive to create an environment that allows our employees (Hubbers) to do the best work of their lives. We've designed one of the coolest workspaces in San Francisco (HQ), where many Hubbers work, snack, and create daily. The rest of our Hubbers work remotely around the globe.
We are also committed to keeping Hubbers healthy, motivated, focused and creative. We've designed our top-notch benefits program with these goals in mind. In a nutshell, we've built a place where we truly love working, we think you will too.
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!
Please note that benefits vary by country. If you have any questions, please don't hesitate to ask your Talent Partner.


Source: Neuvoo3_Ppc

Requirements


Knowledges:
Enterprise Support Engineer, Apac Remote
Company:

Github


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