Support Engineer III

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 States
Overview:

GitHub is growing its Support Engineering team and we're seeking experienced professionals to elevate our customer support outcomes in Biling. As a Support Engineer III, you will manage support tickets, identify and report bugs, and contribute to innovative product developments. 

You will resolve customer support tickets through web, email, phone, and chat. . These tickets often involve billing disputes, invoice questions, refunds/credits, usage and metering interpretation, entitlement and plan transitions, policy edge cases, and related technical diagnostics. You will collaborate with Engineering, Product, and Documentation teams to prioritize fixes, improve supportability, and improve customer resources. While Git expertise isn’t required, strong technical skills and a passion for helping people are essential. 

The ideal candidate will drive impactful improvements in customer support by fostering teamwork, collaboration, and adaptability. Their initiative and contributions will be crucial in streamlining support processes and enhancing team efficiency. 

Responsibilities:

• Regularly troubleshoot and solve complex customer support tickets of varying complexity with minimal or no assistance. 

• Progress assigned open tickets and assigned new tickets with timely, high-quality replies within the assigned squad. 

• Effectively communicate technical and policy information to customers and internal stakeholders. 

• Follow up on open bugs and issues filed with Engineering through closure. 

• Work proactively with customers on security- and revenue-impacting activities such as account access recovery, compliance clarifications, and billing behavior expectations. 

• Manage urgent customer-impacting issues during business hours. 

• Provide real-time support via phone and chat, using remote troubleshooting methods when required.  

Ticket Work 

• Regularly troubleshoot tickets of varying complexity with minimal or no assistance.  

• Uses evidence-based diagnosis and clear customer communications. 

• Progresses assigned open tickets and assigned new tickets with timely, high-quality replies within the assigned squad.  

• Follows up on open bugs and issues filed with Engineering. 

Training 

• May provide training and guidance on an area of expertise within a squad.  

• Works on developing their own training/teaching skills. 

Customer Advocacy 

• Advocates for the customer and the team as a priority.  

• Act as a liaison between customer and Engineering. 

Product Feedback 

• Identifies and reports bugs and feature requests based on customer feedback and recurring ticket patterns.  

Process Improvement 

• Updates various repos (e.g., team documentation, public documentation, support discussions).  

• Actively contributes to cross-organization and team strategy discussions. 

Knowledge Attainment & Sharing 

• Takes deliberate steps toward becoming a subject matter expert in one or more areas.  

• Actively seeks assistance in specialty areas. Acts as a SME of one or more categories within a squad. 

Qualifications:

Required Qualifications 

• 5+ years experience in customer support, account management, billing operations, trust & safety, or related roles 

• • OR Bachelor's Degree in any field AND 3+ years' experience in a customer-facing support or operations role 

• • OR equivalent experience 

Preferred Qualifications 

• Experience handling billing inquiries, subscription management, or invoice-based account support in a SaaS environment 

• Familiarity with trust & safety, compliance documentation (e.g. SOC 2, GDPR requests, security questionnaires), or account integrity workflows 

• Previous experience supporting enterprise customers, including navigating escalations and working cross-functionally with Sales, Legal, or Finance teams 

• Comfort working with support tooling (e.g. Zendesk, Salesforce, or similar CRM/ticketing platforms) and interpreting basic account or usage data 

• Must be customer-service oriented, with strong teamwork, collaboration, adaptability, and initiative, along with exceptional verbal, written, organizational, and communication skills 

Compensation Range: The base salary range for this job is USD $41.25 - USD $109.43 /Hr.

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.

This position will be open for a minimum of 3 days, with applications accepted on an ongoing basis until the position is filled.
GitHub Leadership Principles:

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!