Senior Technical Support Engineer

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. The Senior Technical Support Engineer I (TSE) is a critical role in our Engineering Department. Our TSEs enhance the customer experience and drive value by being trusted technical experts. We engage with customers to troubleshoot highly technical issues. You’ll be the first line of defense against technical support issues that arrive via email, slack, and other forums of support tickets. In this role you will investigate and resolve customer problems for the Semgrep product line, including Semgrep SAST, Supply Chain and Secrets. Support is a very cross-functional team, partnering across Engineering, Product, and Sales - providing opportunities for career growth in a lively and fast-paced environment. Location expectations: - This role is fully remote. 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 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. 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. - 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. COMPENSATION The estimated starting annual salary range for this position is $133,000 - $167,000 USD. The actual base salary will be determined based on a number of factors, which may include job-related skills, relevant experience, qualifications, location, interna