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Staff Software Engineer, Digital Customer Success - Remote

Company: GitHub
Location: New York
Posted on: November 22, 2021

Job Description:

GitHub prides itself for providing industry-leading support to our Enterprise and Developer customers. - The Support Operations team is comprised of engineers and program managers that work to reduce support issues by proactively identifying issues in the product, escalating any issues that arise to product and engineering in some situations and in others, build and ship fixes in the and GitHub Enterprise Cloud and GitHub Enterprise Server products. - We're looking for an experienced, empathetic engineer with a strong commitment to supporting our customers.

Responsibilities You will provide compassionate technical mentorship, pairing opportunities, and code reviews to encourage the growth of others
You will drive department-wide conversations around technical issues and engineering practices, suggesting improvements and ideas as needed.
You will partner with product and Customer Success leadership to collaboratively define and prioritize projects and tasks.
You will review code and provide thoughtful, constructive feedback for your team.
You will serve as an escalation point for the software engineering team.
Participate in department-wide rotations for on call and interrupting user-reported bugs, support escalations, and user reported feature requests
You will build tools and integrations that provide a seamless customer success experience.
You will document any tools or integrations you build.
You will work closely with Product and Program Management to identify and implement tools and processes that reduce support ticket volume or ticket resolution time and increase adoption of GitHub's products and services.
You will collaborate closely with Product and Engineering teams to fix bugs and implement features that reduce customer issues.
You will strategically work with Product and Engineering teams to advocate for all Customer Success teams and our customers.
You will participate in escalations from the support team and help prioritize fixes with the Engineering teams.
You will evaluate and recommend solutions, and guide team decision making.
You will be a jack of all trades and willing to dive into a variety of problems to help advance the goals of the department.

Minimum Requirements 10 + years experience developing web applications, Linux system administration or technical support.
Excellent problem solving skills.
A strong sense of empathy for our customers and team supporting them.
Strong communication skills both written and verbal.

Preferred Qualifications Experience with Ruby and Go based back end systems, or something similar and a willingness to learn
Experience with JavaScript and front-end client libraries (e.g. React)
SQL and general database knowledge
Experience with RESTful APIs and/or GraphQL
Solid knowledge of testing principles

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. Check out an updated list of where we can hire here:

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.

Keywords: GitHub, New York , Staff Software Engineer, Digital Customer Success - Remote, IT / Software / Systems , New York, New York

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