Senior Customer Support Engineer - Remote

Overview

Coder is on a mission to build enterprise software that makes software developers’ lives easier and keeps them in flow. Across our portfolio, we have over 90,000 GitHub stars and support developers at leading enterprises like Discord, Square, and Mercedes-Benz. We are looking for a Senior Customer Support Engineer to join our dynamic organization, working closely with the Product and Customer Success teams. This is an exciting opportunity to be part of a small group where your contributions will have a direct and lasting impact on our rapidly growing business. In this highly visible role, you will play a critical part in shaping the success of our Customer Support Team.

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

• 5+ years of customer support engineering experience (or comparable customer-facing technical role), preferably for mission-critical software
• 5+ 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

• (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