Senior Customer Support Engineer

Coder; United States; Remote; USD 120,000 - 145,000; Full time

Job summary

Coder is seeking a Senior Customer Support Engineer to help customers solve complex technical issues and maintain confidence in product usage. You will collaborate with Product, Customer Success, and Enterprise Account Managers to improve workflows and drive feedback into product experiences.

The role focuses on reproduction, debugging, and resolving high-severity cases, with a strong emphasis on automation, documentation, and mentoring teammates.

Qualifications

• 5+ years in customer support engineering or similar customer-facing tech role.
• 5+ years supporting enterprise customers.
• 2+ years diagnosing production network connectivity and performance issues.
• Experience with Terraform, cloud platforms, distributed systems, and Kubernetes.
• Ability to read complex code for troubleshooting.
• Experience with GitHub and REST APIs.
• Strong problem-solving, analytical and communication skills.
• Experience working in a startup environment.

Responsibilities

• Reproduce and debug customer issues using existing tools or test environments.
• Resolve urgent, high-severity support requests promptly.
• Communicate clearly with customers throughout the support lifecycle.
• Provide diagnostic steps, resolution guidance, and follow-up after issues are resolved.
• Identify product usage trends, bugs, and feature requests.
• Collaborate with Enterprise Account Managers to coordinate debugging calls.
• Document customer activity with security-compliant procedures.
• Mentor new team members on support processes.
• Contribute to product docs and knowledge base articles.
• Improve support processes and tools with the team.
• Participate in periodic on-call rotation for production-down issues.

Skills

Problem-solving

Analytical skills

Communication

Customer focus

Automation mindset

Startup experience

Tools

Terraform

Kubernetes

GitHub

REST APIs

Bash

Python

Ruby

Job description

Coder builds enterprise software that keeps developers in flow. As a Senior Customer Support Engineer, you will help customers solve complex technical issues, get unstuck faster, and build with confidence.

You will work closely with Product, Customer Success, and Enterprise Account Managers to resolve urgent issues, improve support workflows, and turn customer feedback into better product experiences. This is a highly visible role on a growing team, with direct impact on how customers experience Coder.

What you’ll do here

• 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


• Participate in a periodic on-call rotation for production-down issues

What we’re looking for

• Based in the US West Coast timezone


• 5+ years of customer support engineering experience, or a comparable customer-facing technical role, preferably with critical software products


• 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, 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 organization, attention to detail, and ability to learn new technologies quickly


• Experience working in a startup environment


• A customer-first mindset and a strong instinct for automation, process improvement, and efficient resolution strategies

Bonus tacos if you 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

About Coder

Coder is the leading platform for AI development Infrastructure, enabling enterprises to securely run human and AI-driven development workflows in consistent, governed environments. Coder provides self-hosted, agent-ready workspaces that unify developer productivity and platform governance. With Coder, enterprises can confidently evolve from human-only development to AI-assisted and autonomous workflows, without sacrificing security, compliance, or performance. Learn more at coder.com.

Interview process

We believe that the interview process should be transparent, consistent, and enjoyable. We value your time and hope to complete the interview process in two to four weeks, if schedules allow. Through your interviews, you will meet a mix of individual contributors, managers, and senior leaders.

AI use during the interview process

As an AI company, Coder embraces the use of AI tools, and we want to be transparent about our expectations as you navigate our interview process.

Not permitted: Using AI assistance during conversational interviews.

Permitted: Using AI tooling for take-home assessments. Please flag where and to what extent it was used in your take-home. Your submission will not be penalized for using AI as long as it is done honestly.

Our use of AI in hiring

We use AI tools to help manage our recruitment process efficiently and fairly. Specifically:

• Ashby helps us review inbound applications by surfacing candidates who best match the role requirements we've defined. This tool does not make hiring decisions; it helps our team prioritize which applications to review first.


• Granola takes notes during our interview calls so our team can focus on the conversation with you.

All hiring decisions are made by humans. Our team reviews applications, conducts interviews, and makes final selections. AI tools assist us but never replace human judgment, and these practices are conducted in compliance with applicable data protection, AI governance, and labor laws. Your data is not used to train AI models.

In accordance with New York City Local Law 144, an independent bias audit has been conducted on "Automated Employment Decision Tools"; results are available for Ashby.

If you're applying for a role at Coder and have questions about how we use AI in our process, or if you'd like to request information about the data we collect, please contact [e-mail].

Coder is a proud Equal Opportunity Employer

We are committed to providing equal employment opportunities to qualified applicants and do not discriminate on the basis of race, color, ancestry, religion, sex, pregnancy, gender, gender identity, gender expression, sexual orientation, national origin, age, marital status, genetic information, disability, protected veteran status or any other characteristic protected by federal, state, or local laws.