Remote Support Engineer

Summary

Join Sourcegraph, a leading code intelligence platform, as a Support Engineer to help customers troubleshoot and solve technical issues, improve the product, and enhance the customer experience.

Requirements

• 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)

Responsibilities

• Learn about our product, value propositions, customers, team, and practices
• Learn how Code Search is deployed, product configuration and integrations, 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)
• Work with customers to troubleshoot and solve reported issues
• Contribute to improving our product and handbook documentation
• 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

Preferred Qualifications

• Understanding of databases, especially SQL
• Proficiency in working independently, figuring things out when there aren’t a lot of people to ask real-time
• Foundational knowledge of APIs and/or Git
• Experience or training (formal or self-taught) with Kubernetes (or other container orchestration framework)
• Experience writing code in Go or another language
• Experience supporting AI products or knowledge about LLMs

Benefits

• Competitive compensation
• Above-average salary
• Equity
• Generous perks & benefits