Senior Technical Support Engineer
About the role
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. They engage with customers to troubleshoot highly technical issues, being 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.
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.
- 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.
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.
Qualifications
- Prior experience in a fast-paced, tech environment is helpful, but we are more interested in your problem-solving skills than your pedigree.
Skills
- Strong problem-solving skills.
- Experience with debugging and troubleshooting complex technical issues.
- Knowledge of web application security principles and practices.
- Ability to communicate effectively with customers and team members.
Benefits
We offer a competitive and fair compensation system that equally rewards vocal and less comfortable employees during the final steps of the hiring process. Our benefits program includes a variety of offerings that meet or exceed local market standards across all locations where we hire. Please note that 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 Jersey, New York, North Carolina, Oregon, Tennessee, Texas, Virginia, Washington, and Wisconsin.