Senior Technical Support Engineer

Semgrep; United States; Remote; USD 101,000 - 119,000; Full time

Job summary

Semgrep is seeking a Senior Technical Support Engineer to join their Customer Success Organization. This role involves engaging with customers to resolve technical issues, managing support tickets, and contributing to a best-in-class technical support function. Ideal candidates will have strong communication skills and a passion for problem-solving.

Benefits

Comprehensive health plans

Generous vacation

401k

Learning stipends

Qualifications

• Excellent written and verbal communication skills.
• 2+ years of experience in customer support; technical support experience is a plus.

Responsibilities

• Understand, reproduce, and resolve complex technical issues raised by customers.
• Manage support tickets to ensure timely resolution.

Skills

Communication

Problem Solving

Web Application Security

CI/CD Environments

Tools

GitHub Actions

GitLab

Jenkins

Git

Job description

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About Semgrep

Semgrep is on a mission to make it expensive to exploit software. As the team behind the most popular SAST, we built the Semgrep AppSec Platform to deliver industry-leading code, dependency, and secrets scanning to enable organizations to ship secure code quickly without slowing down development.

With fast, customizable code analysis across large codebases, Semgrep helps teams catch vulnerabilities early and fix them faster. Leading companies like Snowflake, Plaid, Figma, Lyft, and Dropbox rely on Semgrep to secure their software.

Semgrep is funded by top investors, including Felicis Ventures, Lightspeed Venture Partners, Menlo Ventures, Redpoint Ventures, and Sequoia Capital.

About The Role

The Senior 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, Supply Chain, and Secrets solutions. This customer-facing role will expose you to diverse teams within Semgrep—such as Engineering, Product Management, and Sales—offering opportunities for career growth in a lively and fast-paced environment.

Location expectations:

• This role can be fully remote, ideally located in the PST Time zone.

Prior experience in a fast-paced, tech environment is helpful, but we value problem-solving skills over pedigree. If this opportunity excites you but you don’t meet all requirements, apply anyway!

What You’ll Do

• Understand, reproduce, and resolve complex 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 followed up on timely.
• Represent the voice of the customer and help prioritize recurring feature requests with our product and engineering teams.
• Contribute to building a best-in-class technical support function, including documentation, knowledge base articles, blogs, or tool integrations.
• Participate in on-call duties.
• Lead and improve support operations to help Semgrep grow, including systems, processes, and training improvements.

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 like GitHub Actions, GitLab, CircleCI, Jenkins, Buildkite, and SCM environments such as Git, SVN, Perforce.
• Familiarity with Web Application Security concepts, including OWASP Top 10.
• Basic understanding of API and Webhooks.
• A genuine interest and passion for problem-solving, with high empathy for the customer experience.
• 2+ years of experience in customer support; technical support experience is a plus.

Compensation

Salary Range: $101,000 - $119,000 USD. Our compensation includes equity and benefits in addition to salary. The range listed is for candidates based in the San Francisco Bay Area.

What We Offer

We aim to fairly compensate every Semgrep employee, with internal salary bands based on market data. We invest in our employees’ well-being with comprehensive health plans, generous vacation, 401k, learning stipends, and more. Our benefits are inclusive, accommodating individual needs such as quiet workspaces or flexible hours.

Who We Are

Our team is diverse, including people from France to the Philippines, with backgrounds in physics, philosophy, formal methods, and corporate roles. We value respect and honesty, and prioritize inclusivity across cultural, socioeconomic, and professional backgrounds. If you’re passionate about Semgrep’s mission and align with our values, you belong here.

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industries: Software Development