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, Netherlands

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

Regularly troubleshoot tickets of varying complexity, progressing open tickets with timely, high-quality replies. Provide training and guidance on an area of expertise within a squad. Advocates for the customer and the team as a priority. Identifies and reports bugs and feature requests based on customer feedback. Updates various repos (example, team documentation, public documentation, support discussions). Takes deliberate steps toward becoming a subject matter expert in one or more areas.

GitHub works remotely and asynchronously as much as possible. While this role does not require you to live near our office, it will require some travel to meet with co-workers or attend company events.

This role will require working non-standard working hours, including weekends and holidays.

Responsibilities Responsibilities Ticket Work

• Handles lowest difficulty tickets without assistance; may handle tickets of varying

higher complexity as comfortable while actively building knowledge through

squads, pairing, and training. Progresses assigned open tickets and assigns new

tickets with timely, high-quality replies within assigned squad. Follows up on open

bugs and issues filed with Engineering.

Customer Advocacy

• Represents the needs of the customer in department-wide discussions.Product Feedback
• Takes steps to learn the product feedback process through observation and inquiry.

Under supervision, identifies and reports bugs and feature requests based on

customer feedback.

Process Improvement

• Takes steps to learn internal processes. May participate in team strategy or process

discussions.

Knowledge Attainment & Sharing

• Completes assigned trainings and certifications, or equivalent. Works to attain

broad knowledge of multiple categories within a squad. Solicits assistance from

peers when appropriate.

Qualifications Required Qualifications: Required/Minimum Qualifications

• 3+ years experience in technical customer support, technical writing, system

administration, or related roles

• OR Bachelor's Degree in Computer Science or related field AND 1+ year(s)

experience in technical customer support, technical writing, system

administration, or related roles

• OR equivalent experience.

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.

Equal Employment Opportunity 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!