Enterprise Support Engineer - Debug & On-Call (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

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.