Senior Enterprise Support Engineer

Georgian; United States; On-site; USD 120,000 - 160,000; Full time

Job summary

Coder is hiring a Senior Customer Support Engineer to help customers solve complex technical issues, get unstuck faster, and build confidence in using our enterprise software. You will work with Product, Customer Success, and Enterprise Account Managers to resolve urgent issues, improve support workflows, and translate customer feedback into better product experiences.

This is a highly visible role on a growing team with direct impact on how customers experience Coder, including on-call duties

Qualifications

• 5+ years of customer support engineering experience or comparable customer-facing technical role.
• 5+ years of experience supporting enterprise customers.
• 2+ years diagnosing production network connectivity and performance issues.
• Experience with Terraform.
• Experience with major cloud platforms, distributed systems, microservices and containers (Kubernetes).
• Scripting with Bash, Python, or Ruby to automate reproduction environments and workflows.
• Ability to read complex code for troubleshooting.
• Experience with GitHub.
• Experience with REST APIs and command line tools.
• Strong problem-solving, analytical and troubleshooting skills.
• Experience working in a startup environment.
• Customer-first mindset with a drive for automation and process improvement.

Responsibilities

• Reproduce and debug customer issues using existing tools or environments.
• Solve incoming technical support requests in a timely manner, including high-severity cases.
• Communicate clearly with customers throughout the support lifecycle.
• Gather context, provide diagnostic steps, share resolution guidance, and follow up after resolution.
• Identify product usage trends, bugs, and feature requests.
• Collaborate with Enterprise Account Managers to schedule and lead debugging calls.
• Document customer activity in line with security standards.
• Guide and mentor new team members on support processes.
• Contribute to product documentation and customer knowledge base.
• Improve support processes, tools and workflows with the broader team.
• Participate in periodic on-call rotation for production-down issues.

Job description

Coder is hiring a Senior Customer Support Engineer to help customers solve complex technical issues, get unstuck faster, and build confidence in using our enterprise software. You will work with Product, Customer Success, and Enterprise Account Managers to resolve urgent issues, improve support workflows, and translate customer feedback into better product experiences.

This is a highly visible role on a growing team with direct impact on how customers experience Coder, including on-call duties