Senior Support Engineer, Sourcegraph

• Profound curiosity to figure out why something works the way it does / to learn more
• Working experience with Unix/Linux and/or Bash
• Working experience with Kubernetes containerized solutions
• Working experience with code hosts such as GitHub, GitLab and BitBucket
• Strong understanding of databases, especially SQL
• Compassion to meet our customers (who are all developers themselves) where they are, understand their issues, and be compelled to action
• Experience collaborating with cross-functional teams to solve difficult problems for customers
• Proficiency in communicating complex technical ideas and decisions to a variety of audiences (both technical and non-technical)
• 3+ years experience in a similar role

Desirable

• Within one month you will…
• Learn about our product, our value propositions, our customers, our team, and our practices
• Learn how Sourcegraph is deployed (e.g., Kubernetes, scaling, and more), product configuration and integrations, our code base, and common user needs
• Meet for an initial chat with the teammates you will work with most
• Start working with customers to troubleshoot and solve reported issues (with lots of support and help from your team)
• Within three months you will…
• Work with customers to troubleshoot and solve reported issues
• Contribute to improving our product and handbook documentation
• Within six months you will…
• Observe trends causing issues for our customers and suggest remedies (for example, what consistent things happen that we can write tooling for...)
• Suggest (and take responsibility for) improvements for team onboarding and ongoing enablement, improving the customer experience, and/or improving the product

• 👋 Introduction Stage - we have initial conversations to get to know you better…
• [30 min] Recruiter Screen with Grace Bohl
• [45 mins] Hiring Manager Screen: Enrique Gonzalez, Head of Support
• [Async 1.5 hours] You complete a technical project and we share the results over email
• 🧑‍💻 Team Interview Stage - we then delve into your experience in more depth and introduce you to members of the team…
• [30 minutes] Collaboration and communication skills with an existing member of our Support Engineering team
• [30 minutes] Technical knowledge and troubleshooting skills with a member of our Support Engineering team
• 🎉 Final Interview Stage - we move you to our final round, where you meet cross-functional partners and gain a better understanding of our business and values holistically…
• [30 minutes] Values interview
• [30 minutes] Co-founder interview
• We check references & offer you the job!