Senior Enterprise Support Engineer | Debug, Automate & Mentor

Coder; United States; Remote; USD 120,000 - 180,000; Full time

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 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 highly visible role requires US-based candidates, 5+ years in customer-facing technical roles, experience supporting enterprise customers, and

Qualifications

• 5+ years in customer-facing technical roles, preferably with critical software products.
• Experience supporting enterprise customers.
• Strong debugging and troubleshooting skills.
• Excellent verbal and written communication.

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

Customer support engineering

Troubleshooting

Strong communication

On-call experience

Problem solving

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, 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 highly visible role requires US-based candidates, 5+ years in customer-facing technical roles, experience supporting enterprise customers, and