Support Engineer III

About Git Hub

Git Hub 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 Git Hub to collaborate, and more than 77,000 organisations have adopted Git Hub Copilot.

Locations

In this role you can work from Remote, United States

Overview

Git Hub 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
• F…