GitHub Hiring for Software Engineer – Digital Customer Success – Remote Job at Sydney, Australia Full Time

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

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

• 5 + 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.

Preferred 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

Who We Are

GitHub is the best place to share code with friends, co-workers, classmates, and complete strangers. Over 24 million people use GitHub to build amazing things together across 67 million repositories. With the collaborative features of GitHub.com and GitHub Business, it has never been easier for individuals and teams to write faster, better code.

What We Value

Collaboration: We believe the best work is done together. Empathy: We believe in putting people first. Quality: We believe in setting the standard for excellence. Positive Impact: We believe in making the world a better place through our work. Shipping: We believe in creating things for the people using them.

Why You Should Join

At GitHub, we constantly strive to create an environment that allows our employees (Hubbers) to do the best work of their lives. Many of our Hubbers work remotely in 32 countries across the globe, but we have offices in over 10 international cities as well.

We are also committed to keeping Hubbers healthy, motivated, focused and creative. We’ve designed our top-notch benefits program with these goals in mind. In a nutshell, we’ve built a place where we truly love working, we think you will too.

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!