Support Engineer III (GitHub)

Location: Remote, United Kingdom; non-standard working hours, including rotating weekends and holidays, are required.

Company

hirify.global is an AI-powered developer platform used by developers and organisations to collaborate, build, scale, and deliver secure software.

What you will do

• Troubleshoot technical support tickets of varying complexity and provide timely, high-quality responses.
• Provide real-time customer support by phone and chat using screen sharing and remote troubleshooting tools.
• Communicate technical information to customers and internal stakeholders and follow up on bugs with Engineering.
• Advocate for customers, coordinate upgrades, communicate upcoming features, and help ensure installations run smoothly.
• Identify and report bugs and feature requests based on customer feedback.
• Maintain knowledge documentation and develop subject-matter expertise while contributing to training and process improvement.

Requirements

• 5+ years of experience in technical customer support, technical writing, system administration, or related roles; alternatively, a bachelor's degree in computer science or a related field plus 3+ years of relevant experience, or equivalent experience.
• Ability to be on duty on weekends and holidays on a rotating basis.

Nice to have

• Proficiency troubleshooting Git, hirify.global, or similar version control systems and understanding software development workflows, CI/CD pipelines, code security, issue tracking systems, and code editors or IDEs.
• Linux system administration experience and familiarity with Docker, systemd, OpenSSL, and similar tools.
• Familiarity with production-level virtualization platforms or cloud providers such as VMware ESX, KVM, AWS, or Azure.
• Experience in a customer-service-oriented environment with teamwork, collaboration, adaptability, and initiative.
• Experience providing technical support to enterprise customers and strong verbal, written, organisational, presentation, and communication skills.

Culture & Benefits

• Remote-first working environment with flexibility to work on one's own terms.
• Customer-obsessed, collaborative, growth-oriented culture focused on ownership and inclusion.
• Learning and growth opportunities with competitive pay and benefits.
• Rotating weekend and holiday coverage is part of the role.