Support Engineer, Sourcegraph

• Profound curiosity to figure out why something works the way it does / to learn more
• Experience with Unix/Linux and/or Bash
• Familiarity with Kubernetes containerized solutions
• Familiarity with code hosts such as GitHub, GitLab and BitBucket
• 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)
• You are curious and compassionate
• You are a problem solver - you love the moment where you “figure it out”
• You enjoy trying new technologies, breaking them and helping fix them
• You want to be part of a technical organization while talking with customers

Desirable

• As part of the Technical Success organization, Support Engineering (SE) is at the forefront of the customer experience
• Our customers simply wouldn’t be successful, happy, long term customers without the important work this team does
• SE exists to not only resolve technical issues but educate our customers by answering reactive questions, and by importantly identifying improvements we can make to help improve the product
• Our customers are developers and we help them throughout their customer journey
• Within one month you will…
• Learn about our product, our value propositions, our customers, our team, and our practices
• Learn how Code Search is deployed (e.g., Kubernetes, scaling, and more), product configuration and integrations, our code base, and common user needs
• Learn how Cody works, the problem it solves and how our customers use it day to day
• 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
• The expected working hours for this position is 9:00am - 5:00pm Central Standard Tim

• We expect the interview process to take 5 hours in total
• 👋 Introduction Stage - we have initial conversations to get to know you better…
• [30m] Recruiter Screen
• [30m] Hiring Manager Screen
• 🧑‍💻 Team Interview Stage - we then delve into your experience in more depth and introduce you to members of the team, including cross-functional partners…
• [45m] Resume Deep Dive
• [1.5hr] Async take-home project
• [1hr] Peer Interview - Review project and follow-up questions
• 🎉 Final Interview Stage - we move you to our final round, where you gain a better understanding of our business and values holistically…
• [30m] Values
• [30m] Leadership Interview with co-founder
• We check references and conduct your background check
• Please note - you are welcome to request additional conversations with anyone you would like to meet, but didn’t get to meet during the interview process