About Semgrep
Semgrep, 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. Built for builders and trusted by security, 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. Semgrep makes zero false positives a reality with AppSec teams triaging 80% fewer false positives across Code and Supply Chain, dramatically shrinking the backlog.
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 is trusted by leading organizations, including Snowflake, Dropbox, and Figma. Learn more at semgrep.dev.
About The Role We're looking for an experienced or aspiring Global Director of Customer Support to lead and scale our support organization as we continue to grow. You'll be responsible for managing a distributed team of Technical Support Engineers (TSEs) across North America, Europe, and Asia/Pacific, ensuring our customers receive an outstanding customer support experience with Semgrep's offerings. As our internal voice for the customer, you'll work closely with our TAM, Product, and Engineering teams to advocate for customer needs and drive continuous improvement. Reporting within our Engineering organization, you'll be instrumental in developing a customer‑centric support strategy that aligns with our mission to make world‑class software security available to everyone, while establishing the metrics and processes that ensure we're delivering on that promise. You will thrive in this role if you're passionate about building high‑performing teams, solving complex technical challenges, and creating exceptional customer experiences at scale.
We have a strong preference for this role to be based out of our San Francisco office, but for the right candidate, we are willing to be flexible.
Prior experience in a fast‑paced, tech environment is helpful, but we are more interested in your leadership and customer advocacy skills than your pedigree.
What You'll Do
Lead, mentor, and grow a global team of Technical Support Engineers, fostering a culture of customer obsession and technical excellence.
Develop and implement a comprehensive support strategy that scales with our business while maintaining our commitment to outstanding customer experience. Experience with tiered support models is highly relevant.
Establish and track key performance indicators (KPIs) including customer SLAs, CSAT, and observability metrics to continuously improve team effectiveness and customer satisfaction.
Partner cross‑functionally with Engineering and Product teams to identify customer pain points, influence product roadmap decisions, and drive improvements to the overall customer experience.
Collaborate with our TAM team to ensure seamless transitions from proof of concept explorations through to continuing long‑lived enterprise partnerships.
Work in partnership with our Finance team to ensure our support processes scale with our growth trajectory. Forecasting, budgeting, and resource planning oh my!
You are ideal for this role if you have
5+ years of experience in support and services management, ideally in a technology or software development environment with developers, AppSec practitioners, and/or builders as end users.
Proven track record of building and scaling customer support organizations from the ground up in high‑growth companies.
Experience with 24/7/7 and tiered support models.
Strong leadership and coaching abilities with a history of inspiring and developing high‑performing, distributed teams.
In‑depth understanding of technical support processes, playbooks, and metrics that drive both efficiency and customer satisfaction.
Proficiency in support systems such as Pylon, Salesforce Service Cloud, Zendesk, or similar platforms.
Willingness to deeply dig into Semgrep’s offering from a technical hands on perspective, and use that understanding to build better support processes, call out areas of high support cost to Engineering partners, and aid TSE training.
Excellent communication and interpersonal skills, with the ability to build trust and strong relationships with customers and internal stakeholders at all levels.
Availability for up to 20% travel (domestic and international).
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. 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.
Who We Are We bring together people from a wide range of backgrounds and disciplines—from physics and philosophy to formal methods research and full‑fledged corporations. We’re new parents and new grads, dog lovers and dogwooders. We get together often to bike, bake, and meet up in parks. In our interactions, we believe respect and honesty go hand in hand, and prioritize both.
Semgrep is an equal‑opportunity employer seeking a diverse range of backgrounds. We value who you are — including your cultural heritage, your socioeconomic status, your age, your race, your gender, your sexual orientation, your disabilities. We value what’s vitally important to you — your family, your religion, your politics. We value what you love in this world — your music, your weekend pursuits. We believe in welcoming varied professional backgrounds, educations, and interests. If you’re exceptional in your role, believe in Semgrep’s mission, and treat Semgrep’s values as your own, you belong here.
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.
#J-18808-Ljbffr
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 is trusted by leading organizations, including Snowflake, Dropbox, and Figma. Learn more at semgrep.dev.
About The Role We're looking for an experienced or aspiring Global Director of Customer Support to lead and scale our support organization as we continue to grow. You'll be responsible for managing a distributed team of Technical Support Engineers (TSEs) across North America, Europe, and Asia/Pacific, ensuring our customers receive an outstanding customer support experience with Semgrep's offerings. As our internal voice for the customer, you'll work closely with our TAM, Product, and Engineering teams to advocate for customer needs and drive continuous improvement. Reporting within our Engineering organization, you'll be instrumental in developing a customer‑centric support strategy that aligns with our mission to make world‑class software security available to everyone, while establishing the metrics and processes that ensure we're delivering on that promise. You will thrive in this role if you're passionate about building high‑performing teams, solving complex technical challenges, and creating exceptional customer experiences at scale.
We have a strong preference for this role to be based out of our San Francisco office, but for the right candidate, we are willing to be flexible.
Prior experience in a fast‑paced, tech environment is helpful, but we are more interested in your leadership and customer advocacy skills than your pedigree.
What You'll Do
Lead, mentor, and grow a global team of Technical Support Engineers, fostering a culture of customer obsession and technical excellence.
Develop and implement a comprehensive support strategy that scales with our business while maintaining our commitment to outstanding customer experience. Experience with tiered support models is highly relevant.
Establish and track key performance indicators (KPIs) including customer SLAs, CSAT, and observability metrics to continuously improve team effectiveness and customer satisfaction.
Partner cross‑functionally with Engineering and Product teams to identify customer pain points, influence product roadmap decisions, and drive improvements to the overall customer experience.
Collaborate with our TAM team to ensure seamless transitions from proof of concept explorations through to continuing long‑lived enterprise partnerships.
Work in partnership with our Finance team to ensure our support processes scale with our growth trajectory. Forecasting, budgeting, and resource planning oh my!
You are ideal for this role if you have
5+ years of experience in support and services management, ideally in a technology or software development environment with developers, AppSec practitioners, and/or builders as end users.
Proven track record of building and scaling customer support organizations from the ground up in high‑growth companies.
Experience with 24/7/7 and tiered support models.
Strong leadership and coaching abilities with a history of inspiring and developing high‑performing, distributed teams.
In‑depth understanding of technical support processes, playbooks, and metrics that drive both efficiency and customer satisfaction.
Proficiency in support systems such as Pylon, Salesforce Service Cloud, Zendesk, or similar platforms.
Willingness to deeply dig into Semgrep’s offering from a technical hands on perspective, and use that understanding to build better support processes, call out areas of high support cost to Engineering partners, and aid TSE training.
Excellent communication and interpersonal skills, with the ability to build trust and strong relationships with customers and internal stakeholders at all levels.
Availability for up to 20% travel (domestic and international).
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. 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.
Who We Are We bring together people from a wide range of backgrounds and disciplines—from physics and philosophy to formal methods research and full‑fledged corporations. We’re new parents and new grads, dog lovers and dogwooders. We get together often to bike, bake, and meet up in parks. In our interactions, we believe respect and honesty go hand in hand, and prioritize both.
Semgrep is an equal‑opportunity employer seeking a diverse range of backgrounds. We value who you are — including your cultural heritage, your socioeconomic status, your age, your race, your gender, your sexual orientation, your disabilities. We value what’s vitally important to you — your family, your religion, your politics. We value what you love in this world — your music, your weekend pursuits. We believe in welcoming varied professional backgrounds, educations, and interests. If you’re exceptional in your role, believe in Semgrep’s mission, and treat Semgrep’s values as your own, you belong here.
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.
#J-18808-Ljbffr