Senior Technical Support Engineer EMEA
A critical Customer Success role that remotely engages with active and prospective customers to rapidly analyze, reproduce, and resolve technical problems for Semgrep's SAST, Supply Chain, and Secrets solutions.
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 issues are recorded, tracked, resolved, and followed up on in a timely manner
- ▹Be the voice of the customer, helping prioritize recurring feature requests with the product and engineering teams
- ▹Contribute to building a best-in-class technical support function, including documentation, knowledge base articles, blogs, and tool integrations
- ▹Participate in on-call duties
- ▹Lead and improve support operations, including systems, process, and training improvements, to help Semgrep grow
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, CircleCI, Jenkins, and Buildkite, and SCM environments such as Git, SVN, Perforce
- ▹Familiarity with Web Application Security concepts including OWASP Top 10
- ▹Basic understanding of API and Webhooks
- ▹A genuine interest and passion for solving 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 CET hours 9am–6pm Monday through Friday, plus weekend/holiday on-call rotation
- ▹UK-based, fully remote role
Nice to have
- ▹Technical support experience
- ▹Prior experience in a fast-paced tech environment
Soft skills
What we offer
- ▹Estimated starting annual salary range of £66,800–£83,500 (actual base determined by a number of factors)
About the company
Semgrep is the leader in code security for builders, empowering invention without friction: teams catch, flag, and fix real issues before they ship, powered by security that learns as they build. Its AI gets smarter as customers build, cutting false positives and prioritizing reachable vulnerabilities, validated by 95% of security reviewers across 6M+ findings; AppSec teams triage 80% fewer false positives across Code and Supply Chain. 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 and trusted by organizations including Vanta, Lyft, and Dropbox.