GitHub takes pride in providing industry-leading support to our Enterprise and Developer customers. The Digital Customer Success team is a globally distributed team of engineers and program managers that work to improve the GitHub customer experience. We build and ship products that are core to the GitHub support process, and reduce support issues by intelligently automating manual processes.

We’re looking for an experienced, empathetic engineer with a strong commitment to supporting our customers. You would join our team in developing the GitHub Support portal, our brand new Virtual Support Assistant, ML tooling and technologies that all positively guide the GitHub customer support experience.

A week in the life of a Digital Customer Success Software Engineer

Our team is truly distributed worldwide (across the Americas, Europe and APAC) which means we work asynchronously most of the time. Your typical week would include:

Collaborating with design, analytics, support, and product management to understand the problems we want to solve and exploring how we can solve them
Digging in to the most important issues the department is tackling by asking questions, creating plans, recognizing pitfalls, and raising concerns
Discussing and collaboratively solving engineering and product problems with engineering collaborators in Slack or Zoom
Supporting company-wide initiatives, many of which focused on automating tasks using chatbots and Machine Learning.

Responding to issues and review requests from other teams at GitHub
Reviewing your teammates’ Pull Requests and providing helpful feedback
Working with your engineering manager in your one-on-one meetings to grow your career
Serve as an engineering representative for critical customer conversations to discover what they love and what their pain points are
Embedding in a squad periodically to enable others to tackle challenges and stretch assignments

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Responsibilities

Work independently in an asynchronous fashion, and when schedule allows pair with other engineers on the team.
Help building a chatbot that will guide our customers or escalate to a support engineer
Influence architectural design design decisions of our Support and Customer Success products.

Build tools and integrations that provide a seamless customer support experience.
Create maintainable software and support products across Customer Success.
Collaborate closely with Product and Engineering teams to fix bugs and implement features that reduce customer issues.
Participate in escalations from the support team and help prioritize fixes with the Engineering teams.
Evaluate and recommend solutions, and support team decision making.

Minimum Requirements

3 + years experience in Software Development
Excellent problem solving skills.
Affinity for technical leadership.
A strong sense of empathy for our customers and team supporting them.
Strong communication skills both written and verbal.

Qualifications

Experience developing web applications, Linux system administration or technical support.
Experience with Ruby and Go based back end systems, or something similar and a willingness to learn
Experience with JavaScript and front-end client libraries (e.g. React)
Experience with chatbot technologies
SQL and general database knowledge
Experience with RESTful APIs and/or GraphQL
Solid knowledge of testing principles
Machine Learning andor Natural Language Processing

Remote job Software Engineer Job ID- 1766

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