Senior Technical Support Engineer

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, CircleCI, 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, internal equity, and market data. In addition to base salary, total compensation may include equity, variable compensation, and benefits.