Senior Support Engineer, Sentry

• We're looking for someone with a strong background in supporting users of CI pipelines and code hosting platforms who is passionate about engaging our customers and ensuring they have a great experience
• You believe that things should "just work" (and you're a natural tinkerer who wants to make that happen for our customers!)
• You're driven by the joy customers get from using your products
• Passion for developer tools and/or open source
• Results-driven and self-motivated: no one needs to push you to excel; it’s just who you are
• Eager to learn, adapt and grow your understanding of software engineering fundamentals; you seek apply your knowledge by helping those around you
• Are comfortable in a fast-paced environment that requires strong time-management skills and collaboration with our technical and business teams
• 4+ prior experience in Customer Support or equivalent history of roles responsible for customer happiness
• Experience CI pipelines, source control tooling, and code hosting platforms. Must have an understanding of SQL and log aggregation/exploration tools. Familiarity with Google Cloud Platform is a ideal
• Strong understanding of modern software development practices and tools (e.g. CI/CD, API’s, microservices, front-end vs. back-end development, observability, debugging, performance monitoring)
• Experience writing code and/or debugging code as well as a love of developer tooling and the software development life cycle
• Excellent written and oral communication skills
• In San Francisco or willing to relocate
• Bonus: Experience with Python and/or JavaScript, or similar dynamic programming languages (e.g. Ruby, PHP, etc), writing or shipping software as part of internships, personal projects (GitHub), or coding competitions

Desirable

• You will be responsible for not only helping customers with their issues, but also writing knowledge base articles and crafting internal guides and demos to streamline our overall support team experience
• You will drive success at Codecov by helping us reduce response times, help us scale our support needs, and ultimately make our customers happy
• Become a Codecov product expert
• Answer inbound Support requests about Codecov's product and it’s features
• Triage, reproduce and and report product bugs as well monitor as escalations to engineering
• Manage and curate customer feedback in our open source repos
• Contribute to team wide goals and initiatives and support knowledge base documentation internal guides and demos