Senior Technical Support Engineer

Position Overview

• Location Type: Remote (Ideally located in the PST Time Zone)
• Employment Type: Full-time
• Salary: Not specified

Semgrep is dedicated to making world-class software security accessible to everyone. We build open-source, easy-to-use, powerful, and fast program analysis tools. The Senior Technical Support Engineer (TSE) is a critical role within our Customer Success Organization, responsible for remotely engaging with customers to analyze, reproduce, and resolve technical issues. This role serves as the first line of defense for technical support inquiries via email, Slack, and support cases. You’ll investigate and resolve customer problems for Semgrep’s product line, including Semgrep SAST, Supply Chain, and Secrets solutions. This role offers exposure to various Semgrep teams (Engineering, Product Management, Sales) and provides opportunities for career growth in a dynamic environment.

Requirements

• Excellent Written and Verbal Communication Skills: Ability to clearly and concisely communicate technical information to customers.
• Developer Workflow Understanding: Deep understanding of developer workflows and build systems, including CI/CD environments (GitHub Actions, GitLab, Circle CI, Jenkins, Buildkite) and SCM environments (Git, SVN, Perforce).
• Web Application Security Knowledge: Familiarity with Web Application Security concepts, including the OWASP Top 10.
• API and Webhooks Understanding: Basic understanding of APIs and Webhooks.
• Problem-Solving Skills: Strong analytical and troubleshooting skills are essential.

Responsibilities

• Issue Resolution: Understand, reproduce, and resolve complex technical issues raised by customers.
• Ticket Management: Own customer questions from initial creation to resolution, ensuring timely tracking and follow-ups.
• Customer Voice: Act as the voice of the customer, prioritizing recurring feature requests with product and engineering teams.
• Documentation & Knowledge Base: Contribute to building a best-in-class technical support function by creating documentation, knowledge base articles, blogs, or designing tool integrations.
• On-Call Duties: Participate in on-call rotations.
• Support Operations Improvement: Lead and improve support operations, focusing on systems, processes, and training to support Semgrep’s growth.

Application Instructions

• Apply anyway! Prior experience in a fast-paced tech environment is helpful, but problem-solving skills are more important than pedigree.

Company Information

• About Semgrep: Our mission is to make world-class software security available to everyone. We build open-source, easy-to-use, powerful, and fast program analysis tools.
• Product Focus: Semgrep SAST, Supply Chain, and Secrets solutions.