Support Engineer

• 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 • 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 • 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 • Level • 📊 This job is an IC2. You can read more about our job leveling philosophy in our Handbook.