Diego A.

✔︎ Drive escalated tickets and issues to resolution, potentially engaging the Escalation team and/or other teams for assistance. ✔︎ Trains team members in squad specific specialty/functional knowledge areas

✔︎ Understanding and maintaining documentation around the customer infrastructure, workflows, and configuration of GitHub Enterprise Server or GitHub Enterprise Cloud environment. ✔︎ Working proactively with customers on activities such as coordinating upgrades and ensuring their installation is running smoothly. ✔︎ Performing incident postmortems, ticket analysis, and system health checks for Premium Support customers as needed. ✔︎ Set-up and onboard new assigned customers into the program. Work with Sales to outline the GitHub Premium Support program and features to potential customers. ✔︎ Premium Customer Support

✔︎Providing reactive support as needed for incidences ✔︎Collaborating with other groups on customers' behalf (example: RCA's, working with Escalations, sharing feedback with the team for Engineering and Product teams etc.)