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About SemgrepSemgrep, the leader in code security for builders, empowers invention without friction. Teams catch, flag, and fix real issues before they ship, powered by security that learns as they build. Semgrep secures code as it’s written and provides guardrails that pave the road for developers to move fast and stay secure.Semgrep lives where developers work, delivering fixes without breaking flow, and giving security teams visibility, control, and confidence. Semgrep gets smarter as you build, with AI that learns your context to cut false positives and prioritize reachable vulnerabilities, validated by 95% of security reviewers across 6M+ findings.Founded in San Francisco and backed by Menlo Ventures, Felicis Ventures, Lightspeed Venture Partners, Redpoint Ventures, and Sequoia Capital, Semgrep is recognized by Gartner in Application Security Testing.About the roleThe Senior Technical Support Engineer I (TSE) is a critical role in our Customer Success Organization. The TSE is 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.Location expectations: This role can be fully remote, but with your current location being in the UK.Our customer-facing role will expose you to a diverse group of teams within Semgrep—including Engineering, Product Management, and Sales—providing opportunities for career growth in a lively and fast-paced environment.What you’ll doUnderstand, 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 help prioritize recurring feature requests with our product and engineering teams.Contribute to building up a best-in-class technical support function, including contributing to 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.You are ideal for this role if you haveExcellent 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 CET hours of 9am - 6pm Monday through Friday, and weekend/holiday on-call rotation.CompensationThe estimated starting annual salary range for this position is £66,800 - £83,500. The actual base salary will be determined based on factors that may include job-related skills, relevant experience, qualifications, location, internal equity, and market data.In addition to base salary, total compensation may include equity, variable compensation, and benefits. Compensation ranges are reviewed regularly and may be adjusted as the role, individual performance, or market conditions evolve.What we offer (FTE only)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. We generate internal compensation bands used when discussing and negotiating salaries, updated based on market data.We invest in our employees’ well-being and long-term success through a competitive, market-aligned benefits program. Benefits offerings vary by location. For more detailed, location-specific information, please visit Semgrep Benefits.Who we areWe bring together people from a wide range of backgrounds and disciplines. We believe respect and honesty go hand in hand, and prioritize both.Semgrep is an equal-opportunity employer seeking a diverse range of backgrounds and values what you bring—including your cultural heritage, socioeconomic status, age, race, gender, sexual orientation, and disabilities.Please Note: 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.
Optionally, you can add more information later (benefits, pre-screening questions, etc.)