Semgrep · 16 hours ago
Director of Customer Support
San Francisco, CA
Full-time
Hybrid
Lead/Staff, Director/Executive
5+ years expSemgrep is a leader in code security for builders, empowering invention without friction. The role involves leading and scaling the customer support organization, managing a global team of Technical Support Engineers, and developing a customer-centric support strategy to enhance customer experience and satisfaction.
Cyber SecuritySoftwareNetwork SecuritySecurity
Responsibilities
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!
Qualification
Required
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)
Preferred
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
Benefits
Competitive, market-aligned benefits program that meets or exceeds local market standards
Location-specific information
Company
Semgrep
Semgrep is an application security platform that scans code for bugs, security vulnerabilities, and enforce coding standards.
201-500 employees
H1B Sponsorship
Semgrep has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (7)
2024 (1)
2023 (1)
Funding
Current Stage
Late StageTotal Funding
$193MKey Investors
Menlo VenturesLightspeed Venture PartnersFelicis
2025-02-05Series D· $100M
2023-04-18Series C· $53M
2021-07-07Series B· $27M
Leadership Team
Isaac Evans
Founder, CEO
Drew Dennison
Co-Founder, CTO
Recent News
felicis.com
2025-12-29
2025-12-02
2025-10-31
Company data provided by crunchbase