About the Role
Title: Support Engineer [IC2]
Location: Remote
Job Description:
Who we are
Our mission at Sourcegraph is to make it so that everyone can code, not just ~0.1% of the population. We’re building the code intelligence platform that powers the world’s best code search and the most popular open-source code AI tool. It’s an exciting time to join Sourcegraph-AI has taken over the world, and we aim to automate 99% of the toil in software engineering with our code understanding and code AI tools, leaving the remaining 1% to the irreplicable creative spark from humans.
Our customers range from startups to the Fortune 500, 4/5 FAANG companies, government organizations, Uber, Plaid, and more. We’ve raised $225M at a $2.625B valuation from a16z, Sequoia, Redpoint, Craft and others. We’re making ambitious bets on our future and we’re looking to hire exceptional people to join our team as we make Sourcegraph one of the biggest and most influential companies in the world.
Working hours
While we are an all-remote company and hire almost anywhere in the world, we have a preference for someone to reside in the following locations for this role. However, if you feel qualified, we welcome you to apply regardless of location. No matter what, the expected working hours for this position is 9:00am – 5:00pm Central Standard Time.
Preferred locations:
- North America – Austin, Texas
Why this job is exciting
As part of the Technical Success organization, Support Engineering (SE) 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! SE 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 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).
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
About you
You are curious and compassionate. You are a problem solver – you love the moment where you “figure it out”. You enjoy trying new technologies, breaking them and helping fix them. You want to be part of a technical organization while talking with customers.
- 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)
Nice to have
- 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