Senior Customer Support Engineer - Enterprise Support Leader

Coder; Australia; On-site; AUD 120,000 - 150,000; Full time

Job summary

Coder is seeking a Senior Customer Support Engineer to help customers solve complex technical issues and stay in flow while using our enterprise software platform. You will work with Product, Customer Success, and Enterprise Account Managers to resolve urgent issues and improve support workflows.

This is a highly visible, impactful role within a growing team that values customer-centric automation. You will reproduce and debug issues, diagnose production network problems, and document activities

Qualifications

• 5+ years of customer support engineering or equivalent customer-facing technical role.
• 5+ years of experience supporting enterprise customers.
• 2+ years 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 (Kubernetes).
• Scripting ability (Bash, Python, or Ruby) to automate reproduction environments and support workflows.
• Ability to read complex code for troubleshooting.
• Experience with GitHub.
• Experience with REST APIs and command-line tools.
• Strong organizational skills, attention to detail, and ability to learn quickly.
• Experience working in a startup environment.
• Customer-first mindset and a bias for automation and process improvement.

Responsibilities

• Reproduce and debug customer issues using existing tools or test environments.
• Resolve urgent, high-severity support cases promptly.
• Communicate clearly with customers throughout the support lifecycle.
• Gather context, provide diagnostic steps, share resolutions, and follow up.
• Identify product usage trends, bugs, and feature requests.
• Coordinate and lead customer debugging calls with Enterprise Accounts.
• Document customer activity per security standards.
• Mentor new team members on support processes and procedures.
• Contribute to product docs and knowledge base.

Skills

Customer support

Enterprise support

Troubleshooting

Kubernetes

Scripting (Python/Bash/Ruby)

REST APIs

GitHub

Tools

Terraform

Kubernetes

GitHub

Job description

Coder is seeking a Senior Customer Support Engineer to help customers solve complex technical issues and stay in flow while using our enterprise software platform. You will work with Product, Customer Success, and Enterprise Account Managers to resolve urgent issues and improve support workflows.

This is a highly visible, impactful role within a growing team that values customer-centric automation. You will reproduce and debug issues, diagnose production network problems, and document activities