Support Engineer - US East [IC2]

Sourcegraph is a leading code intelligence platform that empowers developers to navigate and operate on complex codebases. The Support Engineer role is focused on enhancing customer experience by resolving technical issues and educating customers about the product. This position requires collaboration with customers and cross-functional teams to improve the product and customer journey.

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

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
• 2+ years experience in a similar role
• 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