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Coder is building enterprise software for AI development infrastructure, enabling organizations to securely run human and AI-driven development workflows. As a Senior Customer Support Engineer, you will be the technical bridge between customers and the product team, solving complex issues that directly impact how enterprises experience the platform.
You will own the full support lifecycle for technical issues: reproducing and debugging customer problems, solving urgent and high-severity cases, and communicating clearly with customers throughout resolution. You'll work cross-functionally with Product, Customer Success, and Enterprise Account Managers to resolve issues quickly, identify product trends and bugs, and lead customer debugging calls. A key part of this role is turning customer feedback into product improvements and documenting learnings for the broader team.
Beyond reactive support, you'll proactively improve support processes and tools, mentor new team members on procedures, contribute to knowledge base articles and documentation, and participate in an on-call rotation for production-down issues. This is a highly visible role on a growing team with direct impact on customer success.
Requirements:
- Based in US West Coast timezone
- 5+ years of customer support engineering experience or comparable customer-facing technical role, preferably with critical software products
- 5+ years supporting enterprise customers
- 2+ years diagnosing production network connectivity and performance issues
- Strong problem-solving, analytical, and troubleshooting skills
- Clear, thoughtful communication skills (verbal and written)
- Experience with Terraform
- Experience with major cloud platforms, distributed systems, microservices architecture, and containerization (e.g., Kubernetes)
- Experience with a scripting language (Bash, Python, or Ruby) to automate reproduction 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
- Customer-first mindset with instinct for automation and process improvement
Bonus: DevOps Engineering, Software Engineering, or Systems Administration experience; software-defined networking experience (e.g., Tailscale); experience supporting engineering teams and their tools.
