Senior Customer Support Engineer

About the role

At Coder, we specialize in creating enterprise-level software solutions that enhance the productivity of development teams. In this position, you will act as a technical authority, assisting clients in resolving intricate issues and ensuring they can develop software with assurance. Your role will be pivotal in maintaining customer satisfaction and fostering long-term relationships.

Key facts

What you'll do

• Diagnose and replicate technical issues using tailored setups, testing environments, or standard diagnostic tools to identify root causes effectively.
• Oversee the management of incoming support tickets, prioritizing urgent production-related issues to ensure swift resolution.
• Communicate clearly and professionally with clients throughout the troubleshooting and resolution process, keeping them informed at every stage.
• Collect diagnostic information, offer detailed guidance, and conduct follow-ups to ensure that fixes are effective and satisfactory.
• Monitor and document product bugs, usage trends, and feature requests to provide insights for future improvements.
• Collaborate with Enterprise Account Managers to facilitate and lead technical debugging sessions with customers, ensuring a thorough understanding of issues.
• Maintain meticulous records of customer interactions, ensuring compliance with security protocols and company policies.
• Provide mentorship to newer team members, sharing knowledge of technical support processes and best practices.
• Create and update knowledge base articles, product documentation, and guides to assist both clients and internal teams.
• Streamline support workflows and enhance internal tools to improve efficiency and customer satisfaction.
• Participate in an on-call rotation to manage critical production-down situations, ensuring minimal disruption to client operations.

Requirements

• A minimum of 5 years of experience in customer support engineering or a comparable technical role that involves client interaction.
• At least 5 years of experience working with enterprise-level clients, demonstrating an ability to handle complex requirements.
• A minimum of 2 years of experience in diagnosing performance and network connectivity issues in live production environments.
• Proficiency in using Terraform for infrastructure management and automation.
• Familiarity with major cloud platforms, microservices architecture, distributed systems, and containerization technologies, particularly Kubernetes.
• Ability to utilize scripting languages such as Python, Ruby, or Bash for automating workflows and creating reproducible environments.
• Competence in reading and interpreting complex codebases to facilitate troubleshooting efforts.
• Experience with GitHub, REST APIs, and command-line interfaces to support various technical tasks.
• A background in a startup environment, showcasing adaptability and a proactive approach to problem-solving.

Nice to have

• Previous experience in Systems Administration, Software Engineering, or DevOps roles that enhance technical understanding.
• Knowledge of software-defined networking technologies, such as Tailscale, is advantageous.
• Experience in supporting engineering teams and their internal toolchains, providing insights into their unique challenges.

Skills & tools

• Terraform
• Kubernetes
• Major cloud platforms
• Scripting languages (Bash, Python, Ruby)
• GitHub
• REST APIs
• Distributed systems

Practical notes

• The interview process generally takes between two to four weeks from application to final decision.
• Candidates are allowed to use AI tools for take-home assessments, provided they disclose their use during the process.
• However, AI assistance is prohibited during live conversational interviews to ensure a fair evaluation of candidates.
• Coder utilizes Ashby for application screening and Granola for taking interview notes, with all final hiring decisions made by human evaluators.
• Coder is committed to being an Equal Opportunity Employer, promoting diversity and inclusion within the workplace.

This role offers a unique opportunity to be part of a dynamic team at Coder, where your expertise will directly influence the success of our clients and the overall growth of the company. If you are passionate about customer support and possess the technical skills required, we encourage you to apply.

About the company

A programmer, computer programmer or Coder is an author of computer source code - someone with skill in computer programming.

The professional titles software developer and software engineer may be used for jobs that require a programmer.