About GitHub: GitHub is the world’s leading platform for agentic software development — powered by Copilot to build, scale, and deliver secure software. Over 180 million developers, including more than 90% of the Fortune 100 companies, use GitHub to collaborate, and more than 77,000 organisations have adopted GitHub Copilot.
Locations: In this role you can work from Remote, United States
Overview:
GitHub is where the world builds software and where the world’s best go-to-market professionals build what's next. Just as AI is transforming the way developer teams work, it is revolutionizing how support teams help their Customers resolve their challenges.
This is your chance to lead the development of an enablement program to help GitHub’s support organization transition to an AI powered future. This individual will lead the design, execution, and evolution of high-impact skilling programs, driving adoption of AI-powered workflows, enhancing technical troubleshooting skillsets, and ensuring support engineers are equipped to deliver world-class customer experiences in a fast-evolving technical landscape.
You will be part of the global Field Enablement team. You will partner closely with Product, Engineering, Enablement, Learning & Development, and cross-functional stakeholders to deliver training solutions that accelerate engineer onboarding, reduce ticket escalations, and improve key business outcomes.
The successful candidate is a strategic and innovative enablement professional, passionate about capability building, data-driven continuous improvement, and evolving the Support function alongside advancements in AI and automation.
Responsibilities:
Enablement Strategy & Impact
- Define and lead the global learning and enablement strategy for GitHub Support focusing on technical, operational, and soft skill development.
- Reduce ticket escalations and improve urgent ticket resolution by maintaining a regular cadence of technical skill deep-dives and targeted learning experiences.
- Partner with data, operational, and leadership teams to define, track, and communicate enablement impact metrics
- Champion continuous improvement by soliciting feedback, tracking business impact, and adapting learning strategy as Support evolves.
Readiness & Training
- Develop and deliver ongoing enablement Program for AI-infused support workflows and tools, advancing support engineer proficiency and adoption of new technologies.
- Design and implement a scalable, verifiable onboarding program that accelerates ramp time for new support engineers including integrated certifications and assessments.
- Collaborate with Product and Engineering teams to deliver feature/product release readiness programs tailored for Support, minimizing post-launch support spikes.
- Build and maintain a knowledge base of on-demand learning content, leveraging platforms, and proactively update programs in response to org needs and new product launches.
- Lead the design, build and delivery of live enablement sessions & eLearning courses
Qualifications:
Required Qualifications:
Preferred Qualifications
- 9+ years experience in technical enablement, support learning, or related fields.
- Experience in Customer Support or Technical Support organizations within technology/SaaS companies.
- Delivered enablement programs to drive AI centred workflows and digital support experiences.
- Familiarity with GitHub, AI-powered support tools, and enterprise-scale learning programs.
- Experience with outsourcing support operations and managing enablement for vendor teams.
Compensation Range: The base salary range for this job is USD $103,200.00 - USD $273,700.00 /Yr.
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 Leadership Principles:
GitHub values
- Customer-obsessed
- Ship to learn
- Growth mindset
- Own the outcome
- Better together
- Diverse and inclusive
Manager fundamentals
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!
