Overview

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 4x year-over-year revenue growth and our recent $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.

Why this job is exciting

Customer Support (CS) 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 a few additional guiding principles. You will be involved in our most strategic work and responsible for some key, foundational tasks that help the team run optimally. You will be the first program manager on the support team and help define the nuances of this practice within the team.

Within one month:

  • Learn about our product (at a high level), our value propositions, our customers, our team, and our practices.
  • Take on primary queue triage responsibilities between 7am-4pm pacific or 8am-5pm pacific (exact time to be agreed upon with you)

Within three months:

  • Align with the Customer Support leadership team on the nuances of program management within the team
  • Develop a full understanding of past and current team projects that will benefit from your facilitation
  • Understand team priorities and how to collaborate on shared goals
  • Formalize program management practices for the support team
  • Take on primary facilitation responsibilities for team-wide projects

Within six months:

  • Lead our team’s quarterly planning process
  • Take responsibility for and deliver our quarterly insights report
  • Observe trends on the team/within the customer experience and propose ideas for implementation

Within one year:

  • Create a plan for how to scale triage
  • Lead our team’s annual planning process
  • Iterate on program management practices within the support team based on experiences thus far

About you 

You are thoughtful and organized. You are willing to do some of the mundane tasks (like queue triage to keep the lights on). You are keen to start your career in program management and/or have 1-2 years of relevant experience or training (formal or self-taught) in:

  • Facilitating groups of humans working together to get something done
  • Setting clear expectations on who will do what and holding people accountable to do what they have agreed or keep each other updated on changes
  • Keeping a group of humans on the same page as they work together on a project
  • Delivering in a way that honors basic change management principles
  • Asking hard questions to ensure the group of humans involved have thought things through
  • Defining the problem first before working on the solution
  • Ensuring everyone’s voice is heard

Additionally, you are able to work a default schedule of 7am-4pm or 8am-5pm pacific (you will have flexibility, but we are aiming to hire someone who can do queue triage during this time block).

Interview process [~3 hour total interview] 

  1. You apply.
  2. [30 min] Recruiter screen
  3. [60 min] Hiring manager screen with Virginia Ulrich, Head of Customer Support
  4. In-depth interview stage:
    1. [30 min] Peer interview with Nonso Obiano, Manager, Customer Support
    2. [30 min] Cross-functional interview with Michal Sennett, Strategic Projects Manager, Engineering
    3. [30 min] Values interview
  5. Any other informal conversations you desire with people who you would be working closely with but didn’t get to meet during the interview process.
  6. We check references & make you an offer

#LI-DC2

Not sure if this is you?

We want a diverse, global team, with a broad range of experience and perspectives. If you don’t meet 100% of the above qualifications, you should still seriously consider applying. Studies show that you can still be considered for a role if you meet just 50% of the role’s requirements. 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.