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Role Description

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.

Qualifications

• 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.

Requirements

• Nice to have:
  • Foundational knowledge of APIs and/or Git.
  • Foundational knowledge of cloud computing with AWS, GCP, or Azure DevOps.
  • Experience writing code in Go or another language.
  • Basic knowledge of or experience with Perforce.
  • Basic understanding of AI tools and how developers use them.

Compensation

• The compensation for this role is $84,800 USD base.
• In addition to our cash compensation, we offer equity and generous perks & benefits.

Interview Process

• Introduction Stage:
  • Initial conversations to get to know you better (30 min).
  • Recruiter Screen (45 min).
  • Hiring Manager screen / Resume Deep Dive.
• Team Interview Stage:
  • Complete a technical project and we share the results over email (Async 1.5 hr).
  • Technical knowledge/troubleshooting + collaboration/communication skills with an existing member of our Support Engineering team (60 min).
• Final Interview Stage:
  • Values interview (30 min).
  • Leadership with a Co-founder (15 min).