Semgrep

Director of Customer Support

Semgrep

full-time

Posted on:

Location Type: Hybrid

Location: San Francisco • California • United States

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Job Level

Lead

Tech Stack

Cloud

About the role

  • 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!

Requirements

  • 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)
Benefits
  • 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.
  • 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
support strategy developmentcustomer support processeskey performance indicators (KPIs)customer SLAsCSATobservability metricsresource planningforecastingbudgetingtechnical support playbooks
Soft Skills
leadershipcoachingmentoringcommunicationinterpersonal skillsrelationship buildingteam developmentcustomer obsessioninfluencingcollaboration