Senior Technical Support Engineer

Our mission is to make world-class software security available to everyone. This means building program analysis tools that are open source, easy to use, powerful, and fast. It also means building a team with security expertise and a passion for great developer experiences. Most of all, it means working with honesty and respect in a diverse community of dreamers and builders. We've redefined static analysis tooling by committing to all of these, and turned our project, Semgrep, into an essential safeguard for code at Snowflake, Dropbox, and more.

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 can be fully remote, in either Singapore or Australia 

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

• 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.

• 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.

Salary Range: $101,000 - $119,000 USD

Our compensation package includes equity and benefits in addition to salary.

Please note that the range listed is for someone based in the San Francisco Bay Area.

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 also invest in our employees' well-being and long term success with comprehensive health plans, generous vacation time, 401k, learning stipends, and more. Our benefits are for everyone, so that you're taken care of, and we work with individuals to make sure they have what they need, whether that's quiet work space, adjusted hours, or something else.

We have people from France and the Philippines, physics and philosophy, formal methods research and full fledged corporations. We're new parents and new grads, aspiring authors and aspiring Americans, 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 Hampshire, New Jersey, New York, North Carolina, Oregon, Tennessee, Texas, Virginia, and Washington.