Senior Technical Support Engineer EMEA

ABOUT SEMGREP Semgrep, the leader in code security for builders, empowers invention without friction. Teams catch, flag, and fix real issues before they ship, powered by security that learns as they build. Semgrep secures code as it’s written and provides guardrails that pave the road for developers to move fast and stay secure. Built for builders and trusted by security, Semgrep lives where developers work, delivering fixes without breaking flow, and giving security teams visibility, control, and confidence. Semgrep gets smarter as you build, with AI that learns your context to cut false positives and prioritize reachable vulnerabilities, validated by 95% of security reviewers across 6M+ findings. Semgrep makes zero false positives a reality with AppSec teams triaging 80% fewer false positives across Code and Supply Chain, dramatically shrinking the backlog. Founded in San Francisco and backed by Menlo Ventures, Felicis Ventures, Lightspeed Venture Partners, Redpoint Ventures, and Sequoia Capital, Semgrep is recognized by Gartner in Application Security Testing and is trusted by leading organizations, including Vanta, Lyft, and Dropbox. Learn more at semgrep.dev http://semgrep.dev. ABOUT THE ROLE 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 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. - Lead and improve Support operations to help Semgrep grow as a business - these include systems, process, and training improvements YOU ARE IDEAL FOR THIS ROLE IF YOU HAVE - 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 b