Technical Support Specialist providing hands - on telecom support and client issue resolution at Pathway Communications in a hybrid setting.
About the role
- Support Engineer resolving technical issues for customers of Sourcegraph's powerful code intelligence platform. Working closely with developers and contributing to product improvements.
Responsibilities
- 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.
- Suggest (and take responsibility for) improvements for team onboarding and ongoing enablement, improving the customer experience, and/or improving the product.
Requirements
- 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
- Nice to have: Foundational knowledge of APIs and/or Git
- Nice to have: Foundational knowledge of cloud computing with AWS, GCP or Azure DevOps
- Nice to have: Experience writing code in Go or another language
- Nice to have: Basic knowledge of or experience with Perforce
- Nice to have: Basic understanding of AI tools and how developers use them
Benefits
- Equity (stock options)
- Generous perks & benefits
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