Customer Reliability Engineer III
GitHub
Full-time
Remote
Responsibilities
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 often involving Linux servers, source code, and web application issues.
Act as a single point of contact for technical issues with ability to troubleshoot and resolve complex issues independently.
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.
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.
Coordinate and collaborate with other teams at GitHub when additional expertise is needed to resolve customer issues.
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 recommendations.
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.
Provide weekend on-call support as part of the team rotation (8 hour shifts, during normal work hours).
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 often involving Linux servers, source code, and web application issues.
Act as a single point of contact for technical issues with ability to troubleshoot and resolve complex issues independently.
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.
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.
Coordinate and collaborate with other teams at GitHub when additional expertise is needed to resolve customer issues.
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 recommendations.
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.
Provide weekend on-call support as part of the team rotation (8 hour shifts, during normal work hours).