Senior Technical Support Engineer

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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 in solving problems with empathy for customers.
• 2+ years of experience in customer support; technical support experience is a plus.
• Ability to work during CET hours of 9am - 6pm Monday through Friday, and participate in weekend/holiday on-call rotation.

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 timely recording, tracking, and resolution of issues.
• Serve as the voice of the customer, prioritizing recurring feature requests with product and engineering.
• Contribute to a best-in-class technical support function through documentation and knowledge base articles.
• Participate in on-call duties.
• Lead and improve support operations to help Semgrep grow, including systems, process, and training improvements.