Senior Technical Support Engineer - Remote EMEA

About the Role

We are seeking a Senior Technical Support Engineer to join our team at Semgrep. This remote position is critical in our Customer Success Organization, where you will engage with customers to analyze, reproduce, and resolve technical issues swiftly. As a Senior Technical Support Engineer, you will be the first line of defense against technical support queries that come through various channels, including email and Slack.

What You'll Do

• Understand, reproduce, and resolve complex technical issues raised by customers.
• Own each customer inquiry from initial creation to resolution.
• Manage support tickets to ensure issues are recorded, tracked, resolved, and followed up in a timely manner.
• Be the voice of the customer, helping prioritize recurring feature requests with our product and engineering teams.
• Contribute to building a best-in-class technical support function, including documentation and knowledge base articles.
• Participate in on-call duties and lead improvements in support operations.

Requirements

• Excellent written and verbal communication skills.
• Deep understanding of developer workflows and build systems, including CI/CD environments such as GitHub Actions, GitLab, CircleCI, Jenkins, and Buildkite.
• Familiarity with Web Application Security concepts, including OWASP Top 10.
• Basic understanding of APIs and Webhooks.
• 2+ years of experience in customer support, with technical support experience being a plus.
• Ability to work during CET hours of 9 AM - 6 PM, Monday through Friday, with weekend/holiday on-call rotation.

Nice to Have

• Experience with scripting or programming languages.
• Knowledge of security tools and practices.
• Previous experience in a fast-paced tech environment.

What We Offer

• Competitive salary ranging from £66,800 to £83,500.
• Equity options as part of your compensation.
• Comprehensive benefits program tailored to local market standards.
• Opportunities for career growth within a dynamic and supportive environment.
• Flexible remote work arrangements.

This Senior Technical Support Engineer role offers a unique opportunity to work in a fast-paced environment while helping customers resolve technical challenges. If you are passionate about technology and customer success, we encourage you to apply!