Support Engineer, Sourcegraph

• 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
• 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)
• Some experience using Large Language Models (LLMs) and AI tooling, and how they work
• 2+ years experience in a similar role

Desirable

• However, the expected working hours for this position is 9:00am - 5:00pm EST
• As part of the Technical Success organization, Support Engineering 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!
• Support Engineering 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 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
• 📊 This job is an IC2

• 👋 Introduction Stage - we have initial conversations to get to know you better…
• [30 min] Recruiter Screen
• [45 min] Hiring Manager screen / Resume Deep Dive
• 🧑‍💻 Team Interview Stage - we then delve into your experience in more depth and introduce you to members of the team…
• [Async 1.5 hr] You complete a technical project and we share the results over email
• [60 min] Technical knowledge/troubleshooting + collaboration/communication skills with an existing 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 min] Values interview
• [15 min] Leadership
• 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