Senior Support Engineer

As part of the Technical Success organization, Support Engineering is at the forefront of the customer experience. Sourcegraph's 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 their customers by answering reactive questions, and by importantly identifying improvements they can make to help improve the product. Sourcegraph's customers are developers and help them throughout their customer journey. Within one month you will learn about the product, the value propositions, the customers, the team, and the practices. You will learn how Sourcegraph is deployed (e.g., Kubernetes, scaling, and more), product configuration and integrations, the 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 product and handbook documentation Within six months you will observe trends causing issues for the 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