Senior Customer Support Engineer for Enterprise Solutions

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 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.