Senior Technical Support Engineer EMEA

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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

Excellent 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.

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