Coder builds enterprise software that keeps developers in flow. As a Senior Customer Support Engineer, you will 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 is a highly visible role on a growing team, with direct impact on how customers experience Coder.

What you’ll do here

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

What we’re looking for

Based in the US West Coast timezone

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

Bonus tacos if you 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

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.

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.