Senior Technical Support Engineer

Summary

Join Semgrep's Customer Success Organization as a Senior Technical Support Engineer I and become a critical part of our team. You will remotely engage with customers to analyze, reproduce, and resolve technical issues for our Semgrep product line. This role involves managing support tickets, prioritizing feature requests, and contributing to our technical support function. You will work closely with various teams, including Engineering, Product Management, and Sales, offering opportunities for career growth. The position is fully remote, ideally located in the UK, and requires excellent communication skills and a deep understanding of developer workflows and security concepts. Semgrep offers a competitive compensation package including equity, benefits, and opportunities for professional development.

Requirements

• Excellent written and verbal communication skills
• A deep understanding of developer workflows and build systems, including CI / CD environments such as GitHub Actions, GitLab, Circle CI, Jenkins, and Buildkite and SCM environments such as Git, SVN, Perforce etc
• Familiarity with Web Application Security concepts including OWASP Top 10
• Basic understanding of API and Webhooks
• A genuine interest and passion for helping solve problems, with a high degree of empathy for the customer experience
• 2+ years of experience working in customer support - Technical support experience is a plus
• Ability to work during CET hours of 9am - 6pm Monday through Friday, and weekend/holiday on-call rotation

Responsibilities

• Understand, reproduce and resolve complicated technical issues that our customers have raised
• Own each customer question from initial creation to resolution
• Manage support tickets to ensure issues are recorded, tracked, resolved, and follow-ups are done in a timely manner
• Be the voice of the customer and helping prioritize recurring feature requests from our customers with our product and engineering teams
• Contribute to building up a best-in-class technical support function, including contributing to our documentation and writing knowledge base articles, writing blogs, or designing integrations between tools
• Participate in on-call duties
• Lead and improve Support operations to help Semgrep grow as a business - these include systems, process, and training improvements

Benefits

• Equity
• Benefits
• Comprehensive health plans
• Generous vacation time
• 401k
• Learning stipends
• Remote work
• Adjusted hours