Customer Support manager onboarding

Welcome to Sourcegraph, to the Engineering department, and the Customer Support team! This document provides an overview of the outcomes you will achieve while you work on your onboarding. The specific tasks in support of these outcomes are found in Process Street. If you ever feel like an outcome is not true, share that with your manager or the team, and we will figure out how to make sure it is true and improve the onboarding for the next new teammate.

As you go through onboarding, take your time. The first few weeks are all about learning, not doing. It will feel like you have nothing to show for your first few weeks and that is by design. It’s okay to take your time and just focus on settling in.

By the end of your first week, the following will be true…

  • You understand Sourcegraph’s mission, vision, values, and culture
  • You understand Sourcegraph’s purpose and how you/your role supports us achieving it
  • You understand what is expected of you in your role and what it means to be a successful Customer Support Manager
  • You have started to get to know your teammates
  • You understand how to make edits to an handbook page
  • You have a sense of what tools you will be using and for what

By the end of your second week, the following will be true…

  • You are participating in our team rituals
  • You are getting to know the team even more
  • You understand how to add a new page to the handbook
  • You can wrap your head around who are our customers
  • You are getting to know what Sourcegraph can do functionality wise, at a high level and in detail

By the end of your third week, the following will be true…

  • You are starting to understand the day-to-day of an application engineer
  • You are starting to build trust with your team
  • You are starting to build trust with your peers

By the end of your fourth week, the following will be true…

  • You will continue building a trusting relationship with your direct team and peers.
  • You will build a better understanding of our be welcoming and inclusive value by reading Pamela Fuller’s book The Leader’s Guide to Unconscious Bias and sharing your thoughts about it with your manager.

By the end of your second month, the following will be true…

  • You will have a trusting relationship with your direct team and are able to connect their work to their own career goals.
  • Your peers in product, engineering, and customer engineering are enthusiastic to work with you because you reliably follow-through with your commitments.

By the end of your third month, the following will be true…

  • You’ve proposed recommendations for improvement
  • You’ve taken on an impact project