Senior Technical Support Engineer EMEA
S
SemgrepCode Security
UK, CET hours of 9am - 6pm Monday through FridayFull-TimeSenior
Salary66800 - 83500 GBP per year
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Job Details
- Experience
- 2+ years of experience
- Required Skills
- GitJenkinsRESTful APIsGitHub ActionsGitLab
Requirements
- Excellent written and verbal communication skills
- A deep understanding of developer workflows and build systems
- Experience with CI / CD environments such as GitHub Actions, GitLab, Circle CI, Jenkins, and Buildkite
- Experience with 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
- Ability to work during CET hours of 9am - 6pm Monday through Friday
- Ability to participate in weekend/holiday on-call rotation
Responsibilities
- Understand, reproduce and resolve complicated technical issues that our customers have raised
- Own each customer question from initial creation to resolution
- Manage support tickets 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
- Lead and improve Support operations to help Semgrep grow as a business - these include systems, process, and training improvements
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