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 Security Support Engineers to support our GitHub Advance Security product installed and managed in the customer's virtualization environment.
In this role, your main responsibility will be to work with our customers via web interface, email, phone and chat to solve support tickets. Tickets are usually opened by system administrators and security experts at customers end. Typical pre-install requests can include, requests for help in installing, configuring or integrating the product with the customer’s internal systems. Post installation issues could also require investigating load or networking issues, debugging application errors, and discussing feature requests.
You'll also work with our engineering team to prioritize issues and development, and our documentation team to improve customer-facing resources. You don’t need to be a security expert, but you do need to have technical experience and a passion for helping people. 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 attending company events. This role may also require working non-standard working hours, including on-call and work during weekends and holidays.
This position will require travel to Oxford 1-2 times per week.
- Installing, understanding and troubleshooting the GitHub Advanced Security products
- Reading and becoming familiar with the Java codebase for these features
- Using and understanding CodeQL in detail
- Diagnosing, fixing, and tracking bugs
- Assisting customers with installing and configuring GitHub Advanced Security software
- Advocating for and advising customers on using CodeQL
- Explaining false positives and missing results in customer CodeQL queries
- Working closely with Engineering, Product and Sales teams
- Sharing status and progress updates on projects and customers with the Support team leadership
- Creating documentation of technical concepts and processes to share knowledge with others
- Being a technical subject matter expert on Advanced Security features for other teams at GitHub
Qualifications and Experience:
- Several years of experience in direct customer advocacy and engagement roles, support, post-sales or professional services roles
- Hands on experience working with enterprise deployments, including complex distributed Linux systems and virtual production environments (e.g., VMware ESX, Xen, KVM)
- Strong command line experience, preferably as a Linux System Administrator or at a similar level
- Knowledge of security principles with ability to identify common security problems in code, for example the OWASP top 10
- Experience with declarative programming: haskell, datalog, etc.
- Interest in code analysis and compilers
Who We Are:
GitHub is the developer company. Over 40 million people use GitHub to build amazing things together across 100 million repositories. We make it easier for developers to be developers: to work together, to solve challenging problems, to create the world’s most important technologies. We foster a collaborative community that can come together—as individuals and in teams—to create the future of software and make a difference in the world.
- Customer Obsessed
- Trust by Default
- Ship to Learn
- Own the Outcome
- Growth Mindset
- Global Product, Global Team
- Anything is Possible
- Practice Kindness
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 Talent Partner.