Associate Customer Reliability Engineer
Posted on: January 16, 2022
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 growing our team of Customer Reliability
Engineers to help ensure the technical success of our largest and
most complex customer deployments, comprised of on-premise
installations of GitHub Enterprise Server and GitHub Enterprise
Your main responsibilities will be to:
Work with assigned customers via support tickets and/or real-time
interaction (phone/screen sharing) to solve technical issues
related to their usage of GitHub products.
Act as single point of contact for technical issues with ability to
troubleshoot and resolve complex issues independently.
Gather metrics around tickets, issues, training needs, and so on
for your assigned accounts for quarterly business reviews.
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.
Tickets are usually opened by customer 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.
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 may require working non-standard working hours,
including weekends and holidays on-call as part of a team-wide
Act as a single point of contact for specific enterprise customers
to provide performance, and best practice advice and assessment
related to GitHub and customer's infrastructure.
Understand and maintain documentation around the customer
infrastructure, workflows, and configuration of GitHub Enterprise
Server or GitHub Enterprise Cloud environment.
Provide phone coverage during shift for Premium Support
Coordinate and collaborate with other teams at GitHub when
additional expertise is needed to resolve customer issues.
Provide guidance and assistance with customer support tickets often
involving Linux servers, source code, and web application
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 health check summary and
Organize and lead weekly/bi-weekly 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.
Set-up and onboard new assigned customers into the program.
Work with Sales to outline the GitHub Premium Support program and
features to potential customers.
Provide weekend on-call support as part of the team rotation (8
hour shifts, during normal work hours).
2+ years experience in a customer support/success role working with
Familiarity with GitHub and/or Git
Familiarity with Linux (Debian/Ubuntu)
Proficiency with and/or ability to understand and update code and
scripts (Shell, Ruby, Go)
Working knowledge of common applications in the web application
stack like HAProxy, Nginx, MySQL, and Unicorn
Exceptional verbal and written organizational, presentation, and
Enthusiasm for working directly with customers, and building a deep
understanding of what makes their tools work
Bonus points if you have...
Knowledge of Ruby on Rails
Experience using Splunk, Sentry, Datadog, etc...
Experience providing real-time, customer-facing support
Familiarity with some flavor of production-level virtualization
platform and/or cloud provider (e.g. VMware ESX, KVM, AWS,
Working knowledge of containers (e.g. Docker/LXC) and orchestration
(Swarm, Kubernetes, Nomad, etc---)
Why you should join
Working at GitHub is, to put it simply, a special slice of the
universe. We're committed to transparency, collaboration,
experimentation, and always staying classy.
Ensuring that GitHubbers are healthy, motivated, focused, and
creative is how GitHub stays awesome. Part of this is ensuring that
our benefits* are out of this world!
In a nutshell, we've built and are growing a place where we truly
love working, and we think you will too.
GitHub is made up of people with many different backgrounds and
lifestyles, and we like it that way. We invite applications from
people of all stripes. We don't discriminate against employees or
applicants based on gender identity or expression, sexual
orientation, race, religion, age, national origin, citizenship,
pregnancy status, veteran status, or any other differences that
people imagine to discriminate against one another. Also, if you
have a disability, please let us know if there's anything we can do
to make the interview process better for you; we're happy to
*Please note that benefits vary by country, if you have any
questions don't hesitate to ask your recruiter!
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, Phoenix , Associate Customer Reliability Engineer, Engineering , Phoenix, Arizona
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