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

• 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.