Technical Support Engineer

r2c

r2c

IT, Customer Service
Remote
Posted on Saturday, February 24, 2024

About Semgrep

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.

About the role

The Technical Support Engineer (TSE) is a critical role in our Customer Success Organization. The TSE will be responsible for remotely engaging with active and prospective customers to rapidly analyze, reproduce and resolve their technical problems. You’ll be the first line of defense against technical support issues that arrive via email, slack and support cases. In this role you will investigate and resolve customer problems for the Semgrep product line, including Semgrep SAST and Supply Chain solutions. Our customer-facing role will expose you to a diverse group of teams within Semgrep - including but not limited to Engineering, Product Management, and Sales - providing opportunities for career growth in a lively and fast-paced environment.

Location expectations:

  • This role can be fully remote, ideally located on the West coast

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!

What you’ll do

  • Lead and improve Support operations to help Semgrep grow as a business - these include systems, process, and training improvements
  • Understand, reproduce and resolve complicated technical issues that our customers have raised.
  • Own each customer case from initial creation to resolution
  • Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done in a timely manner.
  • Be the voice of the customer and helping prioritize recurring feature requests from our customers with our product and engineering teams.
  • Contribute to building up a best-in-class technical support function, including contributing to our documentation and writing knowledge base articles, writing blogs, or designing integrations between tools.
  • Participate in on-call duties.

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, Circle CI, Jenkins, and Buildkite and SCM environments such as Git, SVN, Perforce etc.
  • 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 customer support - Technical support experience is a plus.
  • Ability to work during PST hours of 8am - 5pm Monday through Friday, and weekend/holiday on-call rotation.

Compensation

Salary Range:

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.

What we offer

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.

Who we are

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.