More and more companies are using GitHub Enterprise, so the Support team is growing.
When our customers have problems, they contact us and it is our goal to help them as quickly and awesomely as possible.
We're looking for an Enterprise Support Manager, in Asia Pacific, who will be responsible for the oversight and performance of a distributed staff answering customer support requests, triaging issues, and providing solutions.
Candidates must currently be located in Australia, Japan, or New Zealand and possess legal working authorization.
The position reports to the Director of Enterprise Support and works closely with other teams and leaders across the company.
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, customers, and interview candidates.
Manage, mentor, and coach team members
Provide career development planning and guidance
Meet 1-1 with team members on a regular basis
Hire, onboard, and train new team members
Maintain cross-team communication between Support, Engineering, and Sales
Work with the Enterprise Support Director on the development and execution of team strategy
Work with Enterprise Support managers/teams to foster cross-team collaboration
Facilitate the implementation of new processes to improve customer support
Promote and build upon the unique collaborative culture of Enterprise Support
Handle and follow-up on customer escalations
Collect and analyze support metrics to drive improvements
Legal working authorization in Japan
Currently residing in the Australia
Experience leading a globally distributed team
Experience in technical support
Experience with personnel hiring
Stellar written and oral communication skills
Excellent problem-solving skills
At least 2-3 years of experience working with and troubleshooting Linux servers
Ability to look through and understand code (Ruby / Bash)
Enthusiasm for working directly with customers
Passionate about creating and fostering good support practices
Strong empathy for GitHub users and GitHub Support
Scaled a quickly growing support team
Experience working and managing remotely
Knowledge of Git and GitHub
Who We Are:
GitHub is the best place to share code with friends, co-workers, classmates, and complete strangers.
Over fifteen million people use GitHub to build amazing things together.
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.
We've designed one of the coolest workspaces in San Francisco (HQ), where over half of our Hubbers work, snack, and create daily.
The other half of our Hubbers work remotely in 18 countries across the globe.
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!
*Please note that benefits vary by country, if you have any questions, please don't hesitate to ask your Recruiter!