Senior Technical Support Engineer

Overview

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. We engage with customers to troubleshoot highly technical issues. You’ll be 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.

Support is a very cross‑functional team, partnering across Engineering, Product, and Sales – providing opportunities for career growth in a lively and fast‑paced environment.

Location expectations:

• Hybrid role located out of either our SF or Denver office.

Prior experience in a fast‑paced, tech environment is helpful, but we are more interested in your problem‑solving skills than your pedigree. So if this opportunity excites you but you don’t meet the exact requirements, apply anyway!

• Understand, reproduce and resolve complicated technical issues supporting App Sec 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.
• Be the voice of the customer to help prioritize recurring feature requests with our product and engineering teams.
• 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.

• Excellent written and verbal communication skills.
• A deep understanding of developer workflows and build systems, including CI / CD environments such as Git Hub Actions, Git Lab, 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.

The estimated starting annual salary range for this position is $101,000 – $119,000 USD. The actual base salary will be determined based on a number of factors, which 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. We view equity as a meaningful part of our compensation philosophy and a way for employees to share in the long‑term value they help create.
Compensation ranges are reviewed regularly and may be adjusted as the role, individual performance, or market conditions evolve.

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. To that end, we generate internal compensation bands that are used when discussing and negotiating salaries. We update these based on market data to make sure they’re above the average for comparable roles.

We invest in our employees’ well‑being and long‑term success through a competitive, market‑aligned benefits program that meets or exceeds local market standards across all of the regions in which we hire. Benefits offerings vary by location to reflect local requirements and norms. For more detailed, location‑specific information, please visit Semgrep Benefits.

Semgrep is an equal‑opportunity employer seeking a diverse range of backgrounds. We value who you are – including your…