About GitHub

GitHub is the world’s leading platform for agentic software development — powered by Copilot to build, scale, and deliver secure software. Over 180 million developers, including more than 90% of the Fortune 100 companies, use GitHub to collaborate, and more than 77,000 organisations have adopted GitHub Copilot.

Locations

In this role you can work from Remote, United Kingdom

Overview

GitHub is growing its Support Engineering team and we're seeking experienced professionals to elevate our technical customer support efforts. As a Supportability Engineer, you will prioritise and document root causes of high ticket rates, champion solutions that reduce Support effort and deliver a smoother, more satisfying customer experience. The ideal candidate will drive impactful improvements in customer support by fostering teamwork, collaboration, and adaptability. Their initiative and contributions will be crucial in reducing ticket rates and enhancing team efficiency. 

Responsibilities

Job Responsibilities

• Influence Product & Engineering to Reduce Support Burden
• Reduce effort to solve Customer support issues
• Role model desired behaviours

Training

• May provide training and guidance on an area of expertise. Owns individual development plan and progress.

Customer advocacy

• Advocates for the customer as a priority. Acts as a liaison between customer and Engineering.

Product Feedback

• Identifies, prioritises, documents and negotiates bugs and feature requests directly with EPD based on customer feedback analysis.
• Process Improvement
• Owns and updates Supportability documentation.
• Contributes to relevant Support documentation improvements.

Qualifications

Required Qualifications:

• 7+ years experience in technical customer support, technical writing, system administration, or related roles 
  
  • OR Bachelor's Degree in Computer Science or related field AND 5+ years experience in technical customer support, technical writing, system administration, or related roles.
  • OR equivalent experience.

Preferred Qualifications:

• Proficiency in using and troubleshooting GitHub or similar version control systems, with a strong understanding of software development workflows and tools
• Previous experience as performing Linux system administration and working experience with common tools like Docker, systemd, openssl, etc
• Familiarity with production-level virtualization platforms and/or cloud providers (e.g., VMware ESX, KVM, AWS, Azure)
• Must be customer service oriented and with a focus on teamwork, collaboration, adaptability, and initiative

Compensation Range

The base salary range for this job is GBP £71,500.00 - GBP £132,900.00 /Yr.

These pay ranges are intended to cover roles based across the United States. An individual's base pay depends on various factors including geographical location and review of experience, knowledge, skills, abilities of the applicant. At GitHub certain roles are eligible for benefits and additional rewards, including annual bonus and stock. These rewards are allocated based on individual impact in role. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee's role.

GitHub values

• Customer-obsessed
• Ship to learn
• Growth mindset
• Own the outcome
• Better together
• Diverse and inclusive

Manager fundamentals

• Model
• Coach
• Care

Leadership principles

• Create clarity
• Generate energy
• Deliver success

Who We Are

GitHub is the world’s leading AI-powered developer platform with 150 million developers and counting. We’re also home to the biggest open-source community on earth (and 99% of the world’s software has open-source code in its DNA). Many of the apps and programs you use every day are built on GitHub.
Our teams are dreamers, doers, and pioneers, leading the way in AI, driving humanitarian efforts around the globe, and even sending open source to Mars (and beyond!). At GitHub, our goal is to create the space you need to do your best work. We’re remote-first and offer competitive pay, generous learning and growth opportunities, and excellent benefits to support you, wherever you are—because we know that people flourish when they can work on their own terms.
Join us, and let’s change the world, together.

EEO Statement

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!