Technical Support Specialist
BrightseedSalary not specified
Full Time
Entry Level & New Grad, Junior (1 to 2 years)
Not SpecifiedCompensation
Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Cybersecurity, Software Security, TechnologyIndustries
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
- 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 a technical customer support role or former experience as a software engineer
- Ability to work 9am - 6pm local time Monday through Friday; plus availability for rotational on-call support for weekend/holiday rotation
- Located in the SF/NYC/Boston/Denver area (fully remote possible)
Responsibilities
- Understand, reproduce and resolve complicated technical issues supporting AppSec Engineers, Security Engineers, and Software Engineers
- Drive an operational mindset with managing support tickets - ensuring data and systems are updated to resolve tickets and identify areas of improvement for the customer experience
- Be the voice of the customer to help prioritize recurring feature requests with our product and engineering teams
- Help our team scale over time - write documentation, create troubleshooting playbooks, develop new tooling/training/processes that drive efficiency
- Participate in on-call duties to cover urgent tickets for regional holidays, Semgrep company holidays, and a global rotation for weekend support
- Engage with customers to troubleshoot highly technical issues via email, slack, and other forums of support tickets
- Investigate and resolve customer problems for the Semgrep product line, including Semgrep SAST, Supply Chain and Secrets
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
Is this role fully remote?
This role can be fully remote, but candidates must be located in the SF/NYC/Boston/Denver area.
What skills are required for this Senior Technical Support Engineer role?
Required skills include excellent written and verbal communication, deep understanding of developer workflows and build systems like GitHub Actions, GitLab, Circle CI, Jenkins, and Buildkite, familiarity with Web Application Security concepts including OWASP Top 10, basic understanding of API and Webhooks, and 2+ years in technical customer support or as a software engineer.
What is the salary for this position?
This information is not specified in the job description.
What is the company culture like at Semgrep?
Semgrep emphasizes working with honesty and respect in a diverse community of dreamers and builders, in a lively and fast-paced environment with a cross-functional support team partnering across Engineering, Product, and Sales.
What makes a strong candidate for this role?
Strong candidates have problem-solving skills, a passion for helping customers with empathy, and prior experience in a fast-paced tech environment, even if they don't meet exact requirements—apply anyway if excited by the opportunity.
Semgrep
Vulnerability detection tool for software development
About Semgrep
Semgrep offers a tool that helps security engineers and developers identify and fix vulnerabilities in their code before deployment. It integrates into existing workflows, providing actionable insights while significantly reducing false positives in open-source vulnerabilities by up to 98% through reachability analysis. The tool is designed for speed, with average scan times of less than 5 minutes, allowing teams to quickly address security issues. Semgrep aims to enhance the security of the software development life cycle, improving productivity and reducing technical debt.
San Francisco, CaliforniaHeadquarters
2017Year Founded
$90.5MTotal Funding
SERIES_CCompany Stage
Enterprise Software, CybersecurityIndustries
51-200Employees
Benefits
Health Insurance
Paid Vacation
401(k) Retirement Plan
Professional Development Budget
Flexible Work Hours
Remote Work Options
Risks
Increased competition from Snyk and GitGuardian in the code analysis market.
Rapid evolution of programming languages may outpace Semgrep's tool updates.
Customer concerns about data privacy in cloud-based solutions could affect adoption.
Differentiation
Semgrep reduces false positives in vulnerabilities by up to 98% with reachability analysis.
The tool integrates seamlessly into existing workflows and ticketing systems for developers.
Average scan time is under 5 minutes, enhancing productivity and efficiency.
Upsides
Increased demand for supply chain security tools boosts Semgrep's market potential.
Rise of DevSecOps practices aligns with Semgrep's focus on SDLC security integration.
Growing popularity of IaC tools presents expansion opportunities for Semgrep.
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