How our support engineers use Deep Search to investigate customer issues faster

Deep Search is a tool designed to enhance the efficiency of Support Engineers by enabling them to investigate the root causes of issues in codebases without initial escalations. It allows engineers to ask questions in natural language and receive structured, evidence-backed answers including file paths, call flows, and recent code changes, thus bypassing outdated documentation and ineffective searches. This tool reduces the time spent on problem-solving from potentially hours to just a few minutes by simulating the insights of a senior engineer analyzing the codebase, providing a clear understanding of system behavior and potential causes of failures. Deep Search offers seamless integration with workflows, such as Slack, and can generate visualizations for better comprehension of system architecture. By minimizing the need for escalation, it improves response times, reduces interruptions for engineering teams, and enhances the overall efficiency of support operations. Michael Bali, a Senior Support Engineer at Sourcegraph, highlights its impact on both support and development teams, emphasizing its role as a productivity boost and investment in organizational code understanding.

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