Customer Support Engineer - Remote

Overview

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.

In Short

• 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

Requirements

• 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

Benefits

• Opportunity to work in a fast-paced, dynamic environment
• Collaborative team culture
• Impactful work that shapes the future of customer support
• Continuous learning and development opportunities
• Flexible working environment