About the roleCodecov is the all-in-one code coverage and quality solution for any test suite — giving developers actionable insights to deploy reliable code with confidence. Trusted by over 29,000 organizations, solving their problems is often complex and challenging, and may demand both a technical background and a solid knowledge of our product.
Codecov's engineers and product managers are always active on open-source channels such as GitHub and Discord, engaging in real conversations to make Codecov even better than it already is. Codecov Support Engineers are expected to engage with our SaaS users in these channels and Zendesk to help solve our customers' problems and guide folks toward optimal usage.
We're looking for someone with a strong background in supporting users of CI pipelines and code hosting platforms who is passionate about engaging our customers and ensuring they have a great experience. You will be responsible for not only helping customers with their issues but also writing knowledge base articles and crafting internal guides and demos to streamline our overall support team experience. You will drive success at Codecov by helping us reduce response times, scale our support needs, and ultimately make our customers happy.
In this role you willBecome a Codecov product expertAnswer inbound support requests about Codecov's product and its featuresTriage, reproduce, and report product bugs as well as monitor escalations to engineeringManage and curate customer feedback in our open source reposContribute to team-wide goals and initiatives and support knowledge base documentation, internal guides, and demosYou'll love this job if youBelieve that things should "just work" (and you're a natural tinkerer who wants to make that happen for our customers!)Are driven by the joy customers get from using your productsHave a passion for developer tools and/or open sourceAre results-driven and self-motivated: no one needs to push you to excel; it's just who you areAre eager to learn, adapt, and grow your understanding of software engineering fundamentals; you seek to apply your knowledge by helping those around youAre comfortable in a fast-paced environment that requires strong time-management skills and collaboration with our technical and business teamsQualifications4+ years of prior experience in Customer Support or equivalent history of roles responsible for customer happinessExperience with CI pipelines, source control tooling, and code hosting platforms. Must have an understanding of SQL and log aggregation/exploration tools. Familiarity with Google Cloud Platform is ideal.Strong understanding of modern software development practices and tools (e.g., CI/CD, APIs, microservices, front-end vs. back-end development, observability, debugging, performance monitoring)Experience writing code and/or debugging code as well as a love of developer tooling and the software development life cycleExcellent written and oral communication skillsLocated in San Francisco or willing to relocateBonus: Experience with Python and/or JavaScript, or similar dynamic programming languages (e.g., Ruby, PHP, etc.), writing or shipping software as part of internships, personal projects (GitHub), or coding competitionsBonus qualificationsOpen Source contributionsThe base salary range that Codecov reasonably expects to pay for this position is $90,000 to $110,000. A successful candidate's actual base salary amount will be determined by a variety of relevant factors including, without limitation, the candidate's work location, education, work experience, skills, and job-related knowledge. A successful candidate will be eligible to participate in Codecov's employee benefit plans/programs applicable to the candidate's position (including incentive compensation, equity grants, paid time off, and group health insurance coverage). See Codecov Benefits for more details about the Company's benefit plans/programs.
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