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SeniorFull-timeRustRailsFigmaGitGoAIAPI
Salary Range
$132,600 - $179,400 /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 Engineering Department at Semgrep. This critical role involves enhancing the customer experience by being a trusted technical expert who troubleshoots highly technical issues for our product line.
Key Responsibilities
- →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 by writing documentation, creating troubleshooting playbooks, and developing 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.
Requirements
- ✓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.
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