Senior Escalation Engineer

About GitHub

As the global home for all developers, GitHub is the complete AI-powered developer platform to build, scale, and deliver secure software. Over 150 million developers, including more than 90% of the Fortune 100 companies, use GitHub to collaborate and experiment across 420 million repositories. With all the collaborative features of GitHub, it has never been easier for individuals and teams to write faster, better code.

Locations

In this role you can work from Remote, California United States | Remote, Washington United States | Remote, Oregon United States | Remote, Arizona United States | Remote, United States

Overview

GitHub is growing its Customer Success & Support team and we're seeking experienced professionals to elevate our technical customer support efforts.  As a Senior Escalation Engineer, you will identify, build and deploy solutions to simplify the Customer Support Troubleshooting process and help our Engineering and Product Teams remove the root causes of Customer Support Issues. 

 

This role may require working non-standard working hours, including weekends and holidays on-call as part of a team-wide rotation.

Responsibilities

Scalable Support (1:Many)

• Identify and lead scalable support initiatives (e.g., GitHub Actions templates, reusable workflows, automation guides) to reduce resolution time.

EPD Collaboration & Feedback Loop

• Act as Directly Responsible Individual (DRI) for one or more EPD triage areas.
• Surface platform/product issues using synthesized insights from GitHub issues, discussions, and support data.
• Participate in Engineering Service reviews to advocate for and prioritise customer pain points and influence roadmap decisions.

Release Readiness & Impact Analysis

• Collaborate with Customer Success to assess release impacts on support volume and efficiency.
• Contribute technical expertise to readiness materials (e.g., GitHub changelogs, migration guides, “how-to” docs).
• Act as SME for GitHub-related releases, pulling in additional experts as needed.
• Help shape new support processes and ensure cross-team awareness.

Technical Support & Mentorship

• Deliver customer support via ticketing systems and live Zoom sessions, emphasizing fast, proactive resolution.
• Mentor Support Engineers on ticket handling, troubleshooting, and GitHub workflows—both reactively and proactively.

Qualifications

Required Qualifications:

• 7 years' experience in technical customer support, technical writing, system administration, or related roles,
  
  • OR bachelor's degree in computer science or related field AND 5 years' experience in technical customer support, technical writing, system administration, or related roles,
  • OR equivalent experience.

Preferred Qualifications:

• Strong preference to be located in and working within Pacific Time Zone to support global customers
• Expert-level proficiency in Git and GitHub, including GitLFS and GitHub Administration (e.g., managing orgs, repos, permissions, workflows, integrations)
• Experience supporting large, complex customer environments in a technical capacity with incident management or escalation processes
• Familiarity with production-level virtualization platforms and/or cloud providers (e.g., VMware ESX, KVM, AWS, Azure)
• Ability to read, understand, and update code/scripts in Shell, Ruby, Go, or similar languages
  Understanding of common components in the web application stack (e.g., HAProxy, Nginx, MySQL, Unicorn)

Compensation Range

The base salary range for this job is USD $46.35 - USD $122.94 /Hr.

These pay ranges are intended to cover roles based across the United States. An individual's base pay depends on various factors including geographical location and review of experience, knowledge, skills, abilities of the applicant. At GitHub certain roles are eligible for benefits and additional rewards, including annual bonus and stock. These rewards are allocated based on individual impact in role. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee's role.

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.

EEO Statement

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!

Salary : $123