Support Engineer [IC2]

Job Description

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

Level

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

Compensation

💸 We pay you an above-average salary because we want to hire the best people who are fully focused on helping Sourcegraph succeed, not worried about paying bills. As an open and transparent company that values competitive compensation, our compensation ranges are visible to every single Sourcegraph teammate. Your salary is determined by your pay band for the IC2 job level. For determining pay bands, we use a number of market and data-driven salary sources, along with your location zone, and target the high-end of the range to ensure we’re always paying above market regardless of where you live in the world. Both U.S. and international locations are divided into one of four zones, determined by the cost of labor index for each area. The salary for a successful candidate will be based on level, job-related skills, experience, qualifications, and location zone. Please note that the salaries below may be adjusted in the future.

💰 The target compensation for this role is $84,800 USD

• Zone 2: $84,800 USD

📈 In addition to our cash compensation, we offer equity (because when we succeed as a company, we want you to succeed, too) and generous perks & benefits.

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] Peer Interview - Review project and follow-up questions

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

• [30m] Values
• [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.