Support Engineer

Summary

Join Sourcegraph's Support Engineering team as an IC2 and become a vital part of ensuring customer success. You will troubleshoot and resolve technical issues, educate customers, and identify product improvements. This role requires experience with Unix/Linux, Kubernetes, code hosts, and cross-functional collaboration. You'll work remotely with a preference for North American CST or MST time zones. The company offers above-average salaries, equity, and generous perks and benefits. The interview process involves several stages, including technical assessments and discussions with team members and leadership.

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, 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)
• 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

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