Hours & location

🌎 We hire almost anywhere in the world and we don’t have a location requirement for this role. However, the expected working hours for this position is 9:00am - 5:00pm EST.

That being said, we do not subscribe to “I do my best work when I work 40 hours a week.” People we hire at Sourcegraph believe that building outstanding things means working very hard — smarter and more hours than the competition.

Why this job is exciting

As part of the Technical Success organization, Support Engineering 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! Support Engineering 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 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).

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
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

Nice to have

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

Senior Support Engineer

Anywhere in the world

Remote

Senior

Sourcegraph