Semgrep is hiring a
Technical Support Engineer

Summary

The job is for a Technical Support Engineer at Semgrep, a company that builds open source program analysis tools. The role involves resolving technical issues for the Semgrep product line, working with various teams within the company, and contributing to documentation and knowledge base articles. The ideal candidate should have excellent communication skills, understanding of developer workflows, web application security concepts, and API/Webhooks. They should also have 2+ years of experience in customer support and be able to work during PST hours.

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
• A 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 PST hours of 8am - 5pm Monday through Friday, and weekend/holiday on-call rotation

Responsibilities

• Lead and improve Support operations to help Semgrep grow as a business - these include systems, process, and training improvements
• Understand, reproduce and resolve complicated technical issues that our customers have raised
• Own each customer case from initial creation to resolution
• Manage support cases 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

Benefits

• Salary Range: $114,000 - $138,000
• Our compensation package includes equity and benefits in addition to salary
• We invest in our employees’ well-being and long term success with comprehensive health plans, generous vacation time, 401k, learning stipends, and more