Senior Customer Support Engineer: Enterprise Issue Solver

Coder; United States; On-site; USD 100,000 - 180,000; Full time

Benefits offered by this job

DevOps experience

Tailscale/Software-defined networking

Support engineering teams

Job summary

Coder is seeking a Senior Customer Support Engineer to help customers solve complex technical issues, get unstuck faster, and build with confidence. You will collaborate with Product, Customer Success, and Enterprise Account Managers to resolve urgent issues and shape support workflows.

This highly visible role requires strong problem-solving, deep technical knowledge, and a customer-first mindset. You will participate in on-call rotations and contribute to documentation and automation efforts

Qualifications

• 5+ years of customer support engineering or equivalent technical role, preferably with enterprise products.
• 5+ years of experience supporting enterprise customers.
• 2+ years diagnosing production network connectivity and performance issues.

Responsibilities

• 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.

Skills

Terraform

Kubernetes

REST APIs

GitHub

Scripting (Bash/Python/Ruby)

Debugging

Customer-focused

On-call support

Job description

Coder is seeking a Senior Customer Support Engineer to help customers solve complex technical issues, get unstuck faster, and build with confidence. You will collaborate with Product, Customer Success, and Enterprise Account Managers to resolve urgent issues and shape support workflows.

This highly visible role requires strong problem-solving, deep technical knowledge, and a customer-first mindset. You will participate in on-call rotations and contribute to documentation and automation efforts