Application Engineer

ALL SOURCEGRAPH ROLES ARE FULLY REMOTE

Who we are

Our mission at Sourcegraph is to make it so that everyone can code, not just ~0.1% of the population. We help developers and companies with billions of lines of code create the software you use every day. In enabling more people to code, we believe we will create economic opportunity across the world and will drive progress that benefits everyone.

It's an exciting time to join Sourcegraph. Our company is growing rapidly: we've experienced exponential growth and our $125M Series D from Andreessen Horowitz and $50M Series C from Sequoia have given us the opportunity to make big ambitious bets on our future. We have a huge market (every company that builds software) and massive opportunity (most developers haven't even heard of code search yet, but once you've used it, you can't live without it--just like Google web search). By continuing to hire exceptional people, we have the opportunity to make Sourcegraph one of the biggest technology companies in the world.

Who we are

Our mission at Sourcegraph is to make it so that everyone can code, not just ~0.1% of the population. We help developers and companies with billions of lines of code create the software you use every day. In enabling more people to code, we believe we will create economic opportunity across the world and will drive progress that benefits everyone.

It's an exciting time to join Sourcegraph. Our company is growing rapidly: we've experienced 4x year-over-year revenue growth with zero customer churn, and our $50M Series C from Sequoia has given us the opportunity to make big ambitious bets on our future. We have a huge market (every company that builds software) and massive opportunity (most developers haven't even heard of code search yet, but once you've used it, you can't live without it--just like Google web search). By continuing to hire exceptional people, we have the opportunity to make Sourcegraph one of the biggest technology companies in the world.

Why this job is exciting

Customer Support at Sourcegraph exists to resolve technical issues and answer technical/product questions in a way that feels (reasonably) effortless for our customers. Our customers are also developers and we help them both pre- and post-sales. We show-up for our customers, open source users, and teammates by living up to our Sourcegraph values and handbook, as well as these additional guiding principles:

• Seeking/providing context so the why is clear
• Demonstrating profound compassion for the people with whom our paths cross and the problems/questions we help them solve, meeting them where they are
• Only asking our customers and teammates things we can't do or answer ourselves
• Persistently working toward and/or seeking resolution that works equally for our customers and us
• Staying at least a step ahead (summarizing current status, giving clear next steps, and setting expectations in every communication)
• Being flexible and open, maintaining a first principles thinking approach, and always confronting and growing past our biases
• Outgrowing ourselves, the way we work, and continuously improving

Keeping our reason for existence and guiding principles in mind in all of our work and interactions, we ensure consistent outcomes, allowing each member of the team to have space and creativity to get there in different ways and learn from each other.

Within one month:

• Learn about our product, our value propositions, our customers, our team, and our practices.
• Learn how Sourcegraph is deployed (e.g., Docker and 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).

Within three months:

• Work with customers to troubleshoot and solve reported issues
• Contribute to improving our product and handbook documentation

Within six months:

• 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

Within one year:

• Observe trends causing issues for our customers and create remedies

About you

You are compassionate and curious. You are either working toward a career in engineering or you have been doing that and are eager to work more closely with customers.

• Profound curiosity to figure out why something works the way it does / to learn more
• Foundational knowledge of Unix/Linux and/or Bash
• Experience or training (formal or self-taught) with Docker (or other container run time)
• Compassion to to meet our customers (who are all developers themselves) where they are, understand their issues, and be compelled to action
• Able to work 8am-4pm or 9am-5pm pacific

Nice to have

• 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

Interview process

• You apply
• [1 hour] Intro call with the Hiring Manager: Nonso Obiano, Manager, Customer Support
• [1.5 hours] You complete a technical project and we share the results over email.
• [30 minutes] Collaboration and communication skills with an existing member of our Customer Support team.
• [30 minutes] Technical knowledge and troubleshooting skills with a member of our Customer Support team.
• [30 minutes] Values interview
• We check references & offer you the job!

Not sure if this is you?

We want a diverse, global team, with a broad range of experience and perspectives. If this job sounds great, but you're not sure if you qualify, apply anyway! We carefully consider every application, and will either move forward with you, find another team that might be a better fit, keep in touch for future opportunities, or thank you for your time.

Learn more about us

To create a product that serves the needs of all developers, we are building a diverse all-remote team that is distributed across the world. Sourcegraph is an equal opportunity workplace; we welcome people from all backgrounds and communities.

We provide competitive compensation and practical benefits to keep you happy and healthy so that you can do your best work.

Learn more about what it is like to work at Sourcegraph by reading our handbook.

We want to ensure Sourcegraph is an environment that suits your working style and empowers you to do your best work, so we are eager to answer any questions that you have about us at any point in the interview process.

Go back to the careers page for all open positions.