Senior Support Engineer

Summary

Join Sourcegraph's Support Engineering team and become a vital part of our customer success story. You will troubleshoot and resolve technical issues for our developer customers, educating them and identifying product improvements. This role requires strong problem-solving skills, experience with Unix/Linux, Kubernetes, and various code hosts, and a deep understanding of databases (especially SQL). You'll collaborate with cross-functional teams and communicate technical information effectively. The ideal candidate possesses profound curiosity, compassion for developers, and experience with LLMs and AI tooling. Sourcegraph offers above-average salaries, remote work flexibility, equity, and generous perks.

Requirements

• 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
• 3+ years experience in a similar role

Responsibilities

• 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)
• 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

• 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

Benefits

• Above-average salary
• Flexibility to work and live anywhere in the world
• Equity
• Generous perks & benefits