Staff Software Engineer, Digital Customer Success - Remote
Location: New York
Posted on: November 22, 2021
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 GitHub.com 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
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
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
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
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
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
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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