Customer Support Engineer (Pacific Time)

United States

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$101,000 – $173,000Compensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Software Development, Information TechnologyIndustries

Requirements

Candidates should have 3+ years of customer support engineering experience or a comparable customer-facing technical role, preferably for mission-critical software, and 3+ years supporting enterprise-sized companies. They need 2+ years of experience diagnosing production network connectivity and performance issues, excellent problem-solving, analytical, and troubleshooting skills, and the ability to communicate clearly and effectively both verbally and in writing. Experience with Terraform, major cloud platforms, distributed systems, microservices architecture, containerization (e.g., Kubernetes), scripting tools (e.g., Bash, Python, Ruby), reading complex code for troubleshooting, GitHub, REST APIs, and command line tools is required. The ideal candidate is well-organized, possesses strong work ethics and attention to detail, and can quickly learn new technologies, with bonus points for DevOps, Software Engineering, System Administration, or software-defined networking experience.

Responsibilities

The Customer Support Engineer will reproduce and debug customer issues using test environments and tools, tactfully communicate with customers, gather information, provide diagnostic and resolution steps, convey process and product guidance, and follow up after issues are resolved. They will solve incoming technical support requests in a timely manner, identify and communicate product usage trends, bugs, and feature requests, and guide and mentor new team members. This role involves collaborating with Enterprise Account Managers to schedule and lead customer debugging calls, documenting all customer activity according to security standards, and contributing to product documentation, customer knowledge base, and best practices guides. The engineer will also continuously improve processes and tools in collaboration with the team and participate in periodic on-call rotations for production-down issues.

Skills

Customer Support

Debugging

Technical Support

Problem-Solving

Automation

Process Improvement

Communication

Customer Advocacy

Product Documentation

Knowledge Base Management

Coder

Cloud-based platform for software development

About Coder

Coder.com provides a cloud-based platform for software development teams, allowing them to shift their work from local computers to cloud servers. This platform streamlines the onboarding process for developers, enabling them to quickly build, test, and compile code using the resources of the cloud. Coder.com prioritizes data security by ensuring that source code and data are kept secure behind the client's firewall, making it an appealing choice for businesses that value both security and efficiency. Unlike many competitors, Coder.com focuses specifically on serving software development teams and enterprises, offering a subscription-based model with tiered pricing plans that cater to different usage levels and features. The goal of Coder.com is to enhance the development process for teams by leveraging cloud infrastructure.

Austin, TexasHeadquarters

2017Year Founded

$75.8MTotal Funding

SERIES_BCompany Stage

Data & Analytics, Enterprise SoftwareIndustries

201-500Employees

Benefits

Medical, dental, & vision

401k with 4% match

Parental leave

$250 Health & wellness monthly stipend

Flexible PTO

Remote work option

Flexible schedule

Risks

Competition from GitHub Codespaces could impact Coder's market share and growth.

Healthcare sector's cybersecurity challenges may deter adoption of cloud solutions.

Pressure from investors for rapid growth may lead to strategic missteps.

Differentiation

Coder offers a secure cloud-based platform for development teams to offload work.

The platform ensures source code and data remain secure behind the client's firewall.

Coder's subscription model provides tiered pricing plans based on usage and features.

Upsides

Recent $35M funding allows expansion of open-source footprint and cloud environments.

Premium plan introduction could attract high-value clients, enhancing revenue streams.

Support for Microsoft Dev Containers enhances user satisfaction and broadens user base.

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