Support Engineer

Summary

Join Sourcegraph's Support Engineering team and play a crucial role in ensuring customer success. You will troubleshoot and resolve technical issues, educate customers, and identify product improvements. This role involves collaborating with cross-functional teams, communicating complex technical information, and contributing to a positive customer experience. The position is fully remote, with preferred locations in Mexico, Central America, and South America, but applications are welcome from anywhere. The work hours are 9:00 am to 5:00 pm Pacific Standard Time. Sourcegraph offers above-average salaries, equity, and generous perks and benefits. The target compensation for this role is $34,000 USD.

Requirements

• Profound curiosity to figure out why something works the way it does / to learn more
• Experience with Unix/Linux and/or Bash
• 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

Responsibilities

• Learn about our product, our value propositions, our customers, our team, and our practices
• Learn how Sourcegraph’s Cody is used and learn common ways to resolve any issues that come with it
• 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
• Provide input on training materials based on your experiences and learning to enhance the onboarding process
• Collaborate with team members to develop basic solutions or workarounds for frequently encountered customer issues
• Contribute ideas and feedback in team discussions aimed at improving customer experience and product development

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
• Familiarity with Kubernetes containerized solutions
• Familiarity with code hosts such as GitHub, GitLab and BitBucket

Benefits

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