Support Engineer [IC1]

Working hours

🌎 While we are an all-remote company, we are hiring for this role in one of the following countries: Argentina, Brazil, Mexico, Chile, Colombia, Costa Rica or Dominican Republic. Expected working hours for this position is 9:00am - 5:00pm PST.

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 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).

Within three months you will…

• 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.

Within six months you will…

• 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.

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
• 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 how they work

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

Level

📊 This job is an IC1.  You can read more about our job leveling philosophy in our Handbook.

Interview process

Below is the interview process you can expect for this role (you can read more about the types of interviews in our Handbook). It may look like a lot of steps, but rest assured that we move quickly and the steps are designed to help you get the information needed to determine if we’re the right fit for you… Interviewing is a two-way street, after all!

We expect the interview process to take 5 hours in total.

👋 Introduction Stage - we have initial conversations to get to know you better…

• [30m] Recruiter Screen
• [30m] Hiring Manager Screen

🧑‍💻 Team Interview Stage - we then delve into your experience in more depth and introduce you to members of the team, including cross-functional partners…

• [45m] Resume Deep Dive
• [1.5hr] Async take-home project
• [1hr] Cross-team Collaboration

🎉 Final Interview Stage- we move you to our final round, where you gain a better understanding of our business and values holistically…

• [30m] Values Interview
• [30m] Leadership Interview with co-founder
• We check references and conduct your background check

Please note - you are welcome to request additional conversations with anyone you would like to meet, but didn’t get to meet during the interview process.