Customer Support Engineer (Europe)

coder; United States; Hybrid; USD 90,000 - 130,000; Full time

Job summary

coder is seeking a Customer Support Engineer based in Europe, embedded with the Product and Customer Success teams of a developer infrastructure platform. The role blends hands-on debugging, automation, and customer advocacy for fast-growing enterprise accounts.

You will reproduce and debug issues, communicate clearly with customers, and participate in on-call rotations while surfacing product usage trends to engineering.

Qualifications

• 3+ years in customer support engineering or a comparable customer-facing technical role.
• 3+ years of supporting enterprise customers.
• 2+ years diagnosing production network connectivity and performance issues.

Responsibilities

• Reproduce and debug customer-reported issues by building or reusing test environments and internal tooling
• Communicate tactfully and empathetically with customers, gathering information, sharing diagnostic and resolution steps, and following up after closure
• Resolve incoming technical support requests promptly, including high-severe production-down incidents, while participating in a periodic on-call rotation
• Identify and surface product usage trends, bugs, and feature requests to engineering and product stakeholders
• Coordinate with enterprise account managers to schedule and lead joint debugging sessions
• Mentor new team members and contribute to product documentation, knowledge base articles, and best-practice guides

Skills

Customer support engineering

Analytical skills

Troubleshooting

Tools

Terraform

Kubernetes

GitHub

REST APIs

CLI

Bash

Python

Ruby

Job description

Role overview

Customer Support Engineer position based in Europe, embedded with the Product and Customer Success teams of a developer infrastructure platform. The role sits inside a small, agile group where individual contributions are highly visible and directly shape how the support function evolves. The work blends hands‑on debugging, automation, and customer advocacy for fast‑growing enterprise accounts.

Responsibilities

• Reproduce and debug customer-reported issues by building or reusing test environments and internal tooling


• Communicate tactfully and empathetically with customers, gathering information, sharing diagnostic and resolution steps, and following up after closure


• Resolve incoming technical support requests promptly, including high‑severe production‑down incidents, while participating in a periodic on‑call rotation


• Identify and surface product usage trends, bugs, and feature requests to engineering and product stakeholders


• Coordinate with enterprise account managers to schedule and lead joint debugging sessions


• Mentor new team members and contribute to product documentation, knowledge base articles, and best‑practice guides

Requirements

• 3+ years in customer support engineering or a comparable customer‑facing technical role, ideally supporting mission‑critical software


• 3+ years of supporting enterprise‑sized customers


• 2+ years diagnosing production network connectivity and performance issues


• Hands‑on experience with Terraform


• Familiar with major cloud platforms, distributed systems, microservices architecture, and containerization such as Kubernetes


• Proficiency with a scripting language (e.g., Bash, Python, or Ruby), plus comfort using GitHub, REST APIs, and command-line tools


• Strong analytical and troubleshooting skills, with the ability to read complex code, and prior startup environment experience

Nice to have

• Background in DevOps engineering, software engineering, or system administration


• Software‑defined networking experience (e.g., Tailscale)


• Prior experience supporting engineering teams and their associated tooling