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SeniorFull-timeRustRailsFigmaGitGoAIAPI
Salary Range
$99,450 - $134,550 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Technical Support Engineer to join our Customer Success Organization at Semgrep. This role involves remotely engaging with customers to analyze, reproduce, and resolve technical problems related to our product line, including Semgrep SAST, Supply Chain, and Secrets solutions.
Key Responsibilities
- →Understand, reproduce, and resolve complicated technical issues raised by customers
- →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 help prioritize recurring feature requests with product and engineering teams
- →Contribute to building a best-in-class technical support function, including documentation and knowledge base articles
- →Participate in on-call duties
- →Lead and improve Support operations to help Semgrep grow as a business
Requirements
- ✓Excellent written and verbal communication skills
- ✓Deep understanding of developer workflows and build systems, including CI/CD environments
- ✓Familiarity with Web Application Security concepts including OWASP Top 10
- ✓Basic understanding of API and Webhooks
- ✓Genuine interest and passion for helping solve problems with 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
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