Customer Support Engineer (Pacific Time)

About the Role

Role: Customer Support Engineer (Pacific Time) Employment Type: Full-Time Location Type: Remote Salary: $101K - $173K

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

• 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 Points

• DevOps Engineering, Software Engineering, and/or System Administration experience
• Software-defined networking experience (e.g., Tailscale)
• Experience supporting engineering teams and associated tooling

About Coder

Coder is an AI software development company leading the future of autonomous coding. We empower teams to build software faster, more securely, and at scale through the collaboration of AI coding agents and human developers. Our mission is to make agentic AI a safe, trusted, and integral part of every software development lifecycle.

Coder’s self-hosted Cloud Development Environment (CDE) is the foundation for deploying agentic AI in the enterprise. It provides a secure, standardized, and governed workspace to deploy autonomous coding agents alongside human developers, accelerating innovation while maintaining control and compliance. Coder's isolated, policy-driven environ