Senior Technical Support Engineer
Senior Technical Support Engineer troubleshoots complex issues for Semgrep's code security products (SAST, Supply Chain, Secrets) via tickets, on-call, and cross-functional collaboration. Requires 2+ years technical support or engineering experience, CI/CD expertise, and Web AppSec knowledge.
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.
IT Security and Automation Engineer
Build IT workflow automation and security tooling using Go, Temporal, and Kubernetes while supporting internal infrastructure and integrations. Requires Go programming, Linux/K8s experience, Terraform, and IT security background.
Customer Support Manager
Manage the AMER Technical Support Engineering team, owning L2/L3 escalation quality, team development, tooling/automation, and cross-functional coordination with engineering. Requires 4+ years managing technical support or software engineers plus strong Linux/container technical credibility.
Staff Technical Solution Engineer
Staff Technical Solution Engineer supporting secure GovCloud and air-gapped data/AI platform operations. Requires active TS/SCI clearance, 7+ years systems/cloud experience, IaC, Linux/containers, and on-site work in McLean, VA SCIF.
Technical Support Manager
Lead and mentor a team of Support Engineers for a data analytics SaaS platform, driving performance metrics, process improvements, and cross-functional collaboration. Requires 5+ years supporting data platforms and 2+ years people management.
Technical Support Manager
Lead and mentor a team of Support Engineers for a data analytics SaaS platform, driving performance metrics, process improvements, and cross-functional collaboration. Requires 5+ years supporting data platforms and 2+ years people management.