Senior Customer Support Engineer

The role

You will help customers solve complex technical issues and build with confidence. You will work with Product, Customer Success, and Enterprise Account Managers to resolve urgent issues and improve support workflows.

What you will do

• Reproduce and debug customer issues using existing tools, test environments, or custom reproduction setups
• Solve incoming technical support requests in a timely manner, including urgent, high-severity cases
• Communicate clearly and tactfully with customers throughout the support lifecycle
• Gather context, provide diagnostic steps, share resolution guidance, and follow up after issues are resolved
• Identify and communicate product usage trends, bugs, and feature requests
• Collaborate with Enterprise Account Managers to schedule, coordinate, and lead customer debugging calls
• Document customer activity in accordance with internal and external security standards
• Guide and mentor new team members on support processes and procedures
• Contribute to product documentation, customer knowledge base articles, and best practice guides
• Improve support processes, tools, and workflows in collaboration with the broader team

Required qualifications

• Based in the US West Coast timezone
• 5+ years of customer support engineering experience, or a comparable customer-facing technical role
• 5+ years of experience supporting enterprise customers
• 2+ years of experience diagnosing production network connectivity and performance issues
• Strong problem-solving, analytical, and troubleshooting skills
• Clear, thoughtful communication skills, both verbal and written
• Experience with Terraform
• Experience with major cloud platforms, distributed systems, microservices architecture, and containerization technologies such as Kubernetes
• Experience with a scripting language, such as Bash, Python, or Ruby
• Ability to read complex code for troubleshooting
• Experience with GitHub
• Experience with REST APIs and command line tools

Nice to have

• DevOps Engineering, Software Engineering, or Systems Administration experience
• Software-defined networking experience, such as Tailscale
• Experience supporting engineering teams and the tools they use every day

Before you apply

• Using AI assistance during conversational interviews is not permitted
• Using AI tooling for take-home assessments is permitted if flagged

About the company

Coder builds enterprise software that keeps developers in flow. It is a platform for AI development Infrastructure that enables enterprises to securely run human and AI-driven development workflows.