Senior Technical Support Engineer at Semgrep

Semgrep is dedicated to making top-tier software security accessible to everyone by creating open-source, user-friendly, and powerful program analysis tools. They foster a diverse team with security expertise and a passion for developer experience, emphasizing honesty and respect within their community.

The Senior Technical Support Engineer I role at Semgrep is crucial within the Customer Success Organization. He/She is responsible for remotely engaging with customers to rapidly analyze, reproduce, and resolve their technical issues. This role serves as the first line of defense, addressing technical support issues through various channels. He/She will investigate and resolve customer problems across the Semgrep product line, including Semgrep SAST, Supply Chain, and Secrets solutions. This customer-facing position offers exposure to diverse teams, providing opportunities for career growth within a fast-paced environment.

What this role involves:

• Understanding, reproducing, and resolving complicated technical issues reported by customers.
• Owning each customer question from creation to resolution.
• Managing support tickets to ensure timely recording, tracking, resolution, and follow-ups.
• Being the voice of the customer and prioritizing recurring feature requests with product and engineering teams.
• Contributing to building a best-in-class technical support function, including documentation, knowledge base articles, blogs, and tool integrations.
• Participating in on-call duties.
• Leading and improving Support operations to aid Semgrep's business growth.

Requirements:

• Excellent written and verbal communication skills.
• A deep understanding of developer workflows and build systems, including CI / CD environments and SCM environments.
• 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.

Semgrep offers:

• Equity and benefits in addition to salary.
• Comprehensive health plans, generous vacation time, 401k, learning stipends.