Enterprise Support Engineer - APAC

Github


3 months ago

02/21/2019 14:55:59

Hiring from: APAC

Category: Customer Support


This role will be located in Australia, Japan or New Zealand
 
 
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 may require working non-standard working hours, including weekends and holidays.
 

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

Please mention that you come from Remotive when applying for this job.

Help us maintain Remotive! If this link is broken, please just click to report dead link!

similar jobs

  • Howdy 👋We’re the folks at SkyVerge, and we build WordPress plugins that help over 100k+ eCommerce businesses grow and manage their WooCommerce stores. Our team is 100% remote, with 21 people distributed all over the world.

    We’re looking for a friendly, talented Customer Support Specialist to join our team and help support our entire suite of products: a portfolio of WordPress plugins for WooCommerce and Jilt, an email marketing platform built for eCommerce.

    You’ll be the first point of contact for hundreds of thousands of eCommerce stores, helping them with problems, and answering questions. As part of a small team, you'll likely get your hands dirty with a little bit of everything. 

    You should be...

    • Excited to be on the customer’s team -- you’ll need to understand and empathize with their problems before you start fixing things
    • A self-starter, capable of working independently 
    • Dedicated to constant experimentation & learning
    • Familiar with HTML, CSS and JavaScript

    Bonus points if you also have…

    • Experience with WordPress
    • Experience with WooCommerce (or other eCommerce platforms)
    • Experience supporting SaaS products
    • Experience with PHP / Ruby (or other programming languages)
    • Native-level fluency in a language other than English (We love being able to support customers in their native language!)

    You’ll be responsible for…

    • Assisting customers by troubleshooting technical problems and escalating to the engineering team as needed
    • Answering pre-sales questions and other feedback from customers
    • Documenting and optimizing our support process to improve customer satisfaction
    • Writing technical documentation and other content so customers can help themselves
    • Helping our engineering & product teams to identify areas where we can improve the customer experience
    • Monitoring social media and forums where customers may have questions or issues with our products and get them the help they need

    Why you’ll love working with us…

    • Kind, wonderful teammates that enjoy their work as much as you do
    • Competitive salary
    • Annual company retreats (read about our last adventure in Lake Tahoe!)
    • Fantastic benefits: 27 days paid time-off, full health insurance (medical, dental, and vision), retirement contributions, paid parental leave, and more!
    • Transparent culture (check out our team wiki)

    Curious to learn more? Read our full position overview and apply here. We're excited to meet you!


    We support workplace diversity and do not discriminate on any protected class. We believe when we work together as a team of different views, experiences, and ideas, we can build amazing things.


  • Nightwatch.io is looking for one more agile, internet-savvy, and empathetic customer support hero to join our close-knit remote team and help us to provide the best customer service.


    If you are a creative person who enjoys freedom, new technologies, and solving problems; and if you are a positive-oriented thinker who does not fit the traditional internet company structure, this job might be the right fit for you. We are not looking for someone who regularly switches companies, or who is only looking for a huge wage. Our mission is to develop a strong team that shares our values of personal growth, education, compassion and true friendship.


    Collectively, we want to bring forward-thinking and innovative solutions to the world. We are a bootstrapped company that believes the future belongs to smaller companies that don’t subscribe to the 9-to-5 corpo way of doing things. We believe that the Silicon Valley era is over, and we are building a business which allows us to enjoy the freedom of working remotely where each of us has the autonomy and flexibility to have a high impact on the world with our work.


    Our mission is creating forward-thinking SEO tracking tools that help our users scale their online businesses, so familiarity with the world of SEO and internet marketing software is a must.


    We're offering a remote position and a flexible work schedule (part-time or full-time). We are communicating regularly: via Slack throughout the day and team calls weekly.


    Requirements:


    4+ Years experience with customer support

    Internet-savvy and SEO-savvy: you should know what the heck is VPN, SERP, and DA and how they work  —  and most importantly, to be able to explain it to a new user

    Experience with customer support in SaaS or at IT companies is a huge plus

    Extraordinary communication skills and English at the level of a native speaker

    Strong problem-solving skills

    Empathy — you will be the users’ main advocate, guide, and advisor

    Initiative, proactivity, positive attitude, and creative thinking is a must. Do challenges motivate you to think out of the box and find a better solution?


    What it is going to look like:


    Going through incoming emails and chat conversations and making our customers happy

    Answering our users’ questions and helping them to get the most of Nightwatch

    Working daily with your customer support team to discuss the progress and feedback via chat and calls


    Interested? Apply now! Write us why you'd like to join, what you have achieved so far, and how the work you’ve done looks like.

  • 1 month ago
    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 may require working non-standard working hours, including weekends and holidays. 
     

    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. Over 31 million people use GitHub to build amazing things together across 100 million repositories. We make it easier for developers to be developers: to work together, to solve challenging problems, 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.

Remotive can help!

Not sure how to apply properly to this job? Watch our live webinar « 3 Mistakes to Avoid When Looking For A Remote Startup Job (And What To Do Instead) ».

Interested to chat with Remote workers? Join our community!