Director of Customer Support

Semgrep • San Francisco, CA

16d • Hybrid

About The Position

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.

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)

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!

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed