Customer Support Engineer

Coder is looking for a Customer Support Engineer to join our dynamic, collaborative team. In this pivotal role, you’ll work hand-in-hand with our Product and Customer Success teams, making a direct and lasting impact on our fast-growing business. As part of a small, agile group, your expertise will be highly visible, helping shape the future of our Customer Support function. We’re looking for someone who thrives in a fast-paced environment built on open communication, continuous learning, and creative problem-solving. You are proactive, detail-oriented, tactful, and endlessly curious about new technologies. With a natural instinct for automation, process improvement, and exceptional customer experiences, you’ll troubleshoot complex issues, deliver timely and effective solutions, and communicate with clarity and empathy. Above all, you’ll be a passionate advocate for our customers by driving satisfaction, fostering success, and elevating the support experience at every touchpoint.   What you’ll do here - Reproduce and debug customer issues by building or using existing test environments and tools - Communicate tactfully with customers - Gather information, provide diagnostic and resolution steps, convey process and product guidance and follow up after issues are resolved - Solve incoming technical support requests in a timely manner, including high-severity urgent cases - Identify and communicate product usage trends, bugs and feature requests - Guide and mentor new team members on processes and procedures - Collaborate with Enterprise Account Managers to schedule, coordinate, and lead customer debugging calls - Document and record all activity with customers in accordance to both internal and external security standards - Help build out the scope of the team by contributing to product documentation, customer knowledge base, and best practices guides - Continuously improve process and tools in collaboration with the team - Periodic on-call rotation for production-down issues   What we’re looking for - 3+ years of customer support engineering experience (or comparable customer-facing technical role), preferably for mission-critical software - 3+ years supporting enterprise-sized companies - 2+ years diagnosing production network connectivity and performance issues - Excellent problem solving, analytical and troubleshooting experience - Experience communicating clearly and effectively, both verbally and in writing - Experience with Terraform - Experience with major cloud platforms, distributed systems, microservices architecture, and containerization (e.g., Kubernetes) - Experience with scripting tool of choice to help automate reproduction environments (e.g., Bash, Python, Ruby) - Ability to read complex code for troubleshooting - Experience with GitHub - Experience with REST APIs and command line tools - Well-organized, excellent work ethics, attention to detail, and ability to learn new technologies quickly - Experience working in a startup environment   Bonus tacos if you have - (Tacos? If you need an ice-breaker, ask how we say thanks by giving tacos!) - DevOps Engineering, Software Engineering, and/or System Administration experience - Software-defined networking experience (e.g., Tailscale) - Experience supporting engineering teams and associated tooling ABOUT CODER Coder is the leading platform for AI development Infrastructure, enabling enterprises to securely run human and AI-driven development workflows in consistent, governed environments. Coder provides self-hosted, agent-ready workspaces that unify developer productivity and platform governance. With Coder, enterprises can confidently evolve from human-only development to AI-assisted and autonomous workflows, without sacrificing security, compliance, or performance. Learn more at coder.com http://coder.com. 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 prioritize which applications to review first. - Granola takes notes during our interview calls so our team can focus on the conversation with you. All hiring decisions are made by humans. Our team reviews applications, conducts interviews, and makes final selections. AI tools assist us but never replace human judgment, and these practices are conducted in compliance with applicable data protection, AI governance, and labor laws. Your data is not used to train AI models. In accordance with New York City Local Law 144, an independent bias audit has been conducted on "Automated Employment Decision Tools"; results are available for Ashby https://www.ashbyhq.com/downloadables/ashby-bias-audit-08-2024.pdf. If you're applying for a role at Coder and have questions about how we use AI in our process, or if you'd like to request information about the data we collect, please contact careers@coder.com.   CODER IS A PROUD EQUAL OPPORTUNITY EMPLOYER We are committed to providing equal employment opportunities to qualified applicants and do not discriminate on the basis of race, color, ancestry, religion, sex, pregnancy, gender, gender identity, gender expression, sexual orientation, national origin, age, marital status, genetic information, disability, protected veteran status or any other characteristic protected by federal, state, or local laws.