Senior Support Engineer - US West [IC3]

Position Overview

• Location Type: Prefer candidates in San Francisco or Denver hubs (Hybrid), but open to hiring almost anywhere globally.
• Job Type: Not specified.
• Salary: Not specified.

Sourcegraph is transforming how the world's most important companies build software by industrializing development with AI. We are looking for a Support Engineer to join our Technical Success organization. This role is crucial for ensuring customer success, happiness, and long-term retention. You will be at the forefront of the customer experience, resolving technical issues, educating customers, and identifying product improvements. Our customers are developers, and you will support them throughout their journey.

About the Role

Within one month you will:

• Learn about Sourcegraph's product, value propositions, customers, team, and practices.
• Understand Sourcegraph deployment (e.g., Kubernetes, scaling), product configuration, integrations, codebase, and common user needs.
• Meet your core teammates.
• Begin troubleshooting and solving customer-reported issues with team support.

Within three months you will:

• Work independently to troubleshoot and solve customer issues.
• Contribute to improving the product and handbook documentation.

Within six months you will:

• Identify trends causing customer issues and propose solutions (e.g., developing tooling for common problems).
• Propose and lead improvements for team onboarding, ongoing enablement, customer experience, and/or the product.

Company Information

Who we are: Sourcegraph's mission is to make it so that everyone can code. We are industrializing development with AI, helping enterprise teams automate mundane tasks and amplify developer capabilities. We are trusted by leading software companies and backed by significant funding.

How we make a difference:

• Accelerating developers with AI agents for faster test creation, increased merge requests, and daily time savings.
• Automating repetitive tasks like vulnerability remediation and speeding up migrations.
• Enabling innovation through AI-driven bug triage, vulnerability detection, and code reviews.

Hours & Location:

• While hiring globally, we prefer candidates in San Francisco or Denver for hybrid work.
• Expected working hours are 9:00 am - 5:00 pm PST.
• We value hard work and dedication to building outstanding things.

About You

• You are curious and compassionate.
• You are a problem solver who enjoys the "aha!" moment of figuring things out.
• You enjoy... (The description cuts off here).