Senior Customer Support Engineer

About the role

You will own the end-to-end resolution of complex technical issues for Coder customers, acting as the primary technical expert on support escalations. In this role, you will diagnose and resolve critical production incidents while ensuring minimal disruption to developer workflows. You will translate dense customer feedback into clear product insights that drive tangible improvements to the Coder platform. You will serve as the main point of contact for high-impact cases, coordinating directly with engineering and product teams to unblock development pipelines. You will mentor junior support staff on best practices for handling enterprise-grade technical challenges. You will proactively identify systemic issues by analyzing support data and advocating for fixes that enhance overall product reliability. You will lead customer debugging sessions to isolate root causes and validate resolutions in real-world environments. You will ensure all customer interactions align with strict security and compliance documentation standards.

Key facts

What you'll do

• 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

Requirements

• 5+ years of customer support engineering experience, or a comparable customer-facing technical role, preferably with critical software products
• 5+ years of experience supporting enterprise customers
• 2+ years of experience diagnosing production network connectivity and performance issues
• Strong problem-solving, analytical, and troubleshooting skills
• Clear, thoughtful communication skills, both verbal and written
• Experience with Terraform
• Experience with major cloud platforms, distributed systems, microservices architecture, and containerization technologies such as Kubernetes
• Experience with a scripting language, such as Bash, Python, or Ruby, to automate reproduction environments and support workflows
• Ability to read complex code for troubleshooting
• Experience with GitHub
• Experience with REST APIs and command line tools
• Strong organization, attention to detail, and ability to learn new technologies quickly
• Experience working in a startup environment
• A customer-first mindset and a strong instinct for automation, process improvement, and efficient resolution strategies

Nice to have

• DevOps Engineering, Software Engineering, or Systems Administration experience
• Software-defined networking experience, such as Tailscale
• Experience supporting engineering teams and the tools they use every day

Practical notes

• Interview process: We believe that the interview process should be transparent, consistent, and enjoyable. We value your time and hope to complete the interview process in two to four weeks, if schedules allow. Through your interviews, you will meet a mix of individual contributors, managers, and senior leaders.
• AI use during the interview process: As an AI company, Coder embraces the use of AI tools, and we want to be transparent about our expectations as you navigate our interview process. Not permitted: Using AI assistance during conversational interviews. Permitted: Using AI tooling for take-home assessments. Please flag where and to what extent it was used in your take-home. Your submission will not be penalized for using AI as long as it is done honestly.
• Our use of AI in hiring: We use AI tools to help manage our recruitment process efficiently and fairly. Specifically: Ashby helps us review inbound applications by surfacing candidates who best match the role requirements we've defined. This tool does not make hiring decisions - it helps our team shortlist interview candidates.

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.