[Hiring] Senior Technical Support Engineer @Semgrep

Role Description

The Senior Technical Support Engineer I (TSE) is a critical role in our Customer Success Organization. The TSE will be responsible for remotely engaging with active and prospective customers to rapidly analyze, reproduce and resolve their technical problems. You’ll be the first line of defense against technical support issues that arrive via email, slack and support cases. In this role you will investigate and resolve customer problems for the Semgrep product line, including Semgrep SAST, Supply Chain and Secrets solutions. Our customer-facing role will expose you to a diverse group of teams within Semgrep - including but not limited to Engineering, Product Management, and Sales - providing opportunities for career growth in a lively and fast-paced environment.

Location expectations: This role can be fully remote, but with your current location being in the UK.

Prior experience in a fast-paced, tech environment is helpful, but we are more interested in your problem solving skills than your pedigree. So if this opportunity excites you but you don’t meet the exact requirements, apply anyway!

What you’ll do

• 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 help 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.

Qualifications

• 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.

Compensation

The estimated starting annual salary range for this position is £66,800 - £83,500. The actual base salary will be determined based on a number of factors, which may include job-related skills, relevant experience, qualifications, location, internal equity, and market data. In addition to base salary, total compensation may include equity, variable compensation, and benefits. We view equity as a meaningful part of our compensation philosophy and a way for employees to share in the long-term value they help create. Compensation ranges are reviewed regularly and may be adjusted as the role, individual performance, or market conditions evolve.

What we offer (FTE only)

Our goal is to competitively and fairly compensate every Semgrep employee with a system that equally rewards those who are vocal and those who are less comfortable making demands during the final steps of the hiring process. To that end, we generate internal compensation bands that are used when discussing and negotiating salaries. We update these based on market data to make sure they’re above the average for comparable roles.

We invest in our employees’ well-being and long-term success through a competitive, market-aligned benefits program that meets or exceeds local market standards across all of the regions in which we hire. Benefits offerings vary by location to reflect local requirements and norms.

Who we are

We bring together people from a wide range of backgrounds and disciplines—from physics and philosophy to formal methods research and full-fledged corporations. We’re new parents and new grads, dog lovers and dogfooders. We get together often to bike, bake, and meet up in parks. In our interactions, we believe respect and honesty go hand in hand, and prioritize both.

Semgrep is an equal-opportunity employer seeking a diverse range of backgrounds. We value who you are — including your cultural heritage, your socioeconomic status, your age, your race, your gender, your sexual orientation, your disabilities. We value what’s vitally important to you — your family, your religion, your politics. We value what you love in this world — your music, your weekend pursuits. We believe in welcoming varied professional backgrounds, educations, and interests. If you’re exceptional in your role, believe in Semgrep’s mission, and treat Semgrep’s values as your own, you belong here.

Please Note: For US-based roles open to remote work, we are currently able to hire employees in the following states only: Arizona, California, Colorado, Connecticut, District of Columbia, Florida, Georgia, Illinois, Maryland, Massachusetts, Michigan, Missouri, Nebraska, New Jersey, New York, North Carolina, Oregon, Tennessee, Texas, Virginia, Washington, and Wisconsin.