Senior Customer Support Engineer (APAC)

Coder builds enterprise software that keeps developers in flow. As a Senior Customer Support Engineer, you will help customers solve complex technical issues, get unstuck faster, and build with confidence. You will work closely with Product, Customer Success, and Enterprise Account Managers to resolve urgent issues, improve support workflows, and turn customer feedback into better product experiences. This is a highly visible role on a growing team, with direct impact on how customers experience Coder.

Responsibilities

Reproduce and debug customer issues using existing tools, test environments, or custom reproduction setups; Solve incoming technical support requests in a timely manner, including urgent, high-severity cases; Communicate clearly and tactfully with customers throughout the support lifecycle; Gather context, provide diagnostic steps, share resolution guidance, and follow up after issues are resolved; Identify and communicate product usage trends, bugs, and feature requests; Collaborate with Enterprise Account Managers to schedule, coordinate, and lead customer debugging calls; Document customer activity in accordance with internal and external security standards; Guide and mentor new team members on support processes and procedures; Contribute to product documentation, customer knowledge base articles, and best practice guides; Improve support processes, tools, and workflows in collaboration with the broader team; Participate in a periodic on-call rotation for production-down issues

Requirements

5+ years of customer support engineering experience, or a comparable customer-facing technical role, preferably with critical software products; 5+ years of experience supporting enterprise customers; 2+ years of experience diagnosing production network connectivity and performance issues; Strong problem-solving, analytical, and troubleshooting skills; Clear, thoughtful communication skills, both verbal and written; Experience with Terraform; Experience with major cloud platforms, distributed systems, microservices architecture, and containerization technologies such as Kubernetes; Experience with a scripting language, such as Bash, Python, or Ruby, to automate reproduction environments and support workflows; Ability to read complex code for troubleshooting; Experience with GitHub; Experience with REST APIs and command line tools; Strong organization, attention to detail, and ability to learn new technologies quickly; Experience working in a startup environment; A customer-first mindset and a strong instinct for automation, process improvement, and efficient resolution strategies

Nice to have

DevOps Engineering, Software Engineering, or Systems Administration experience; Software-defined networking experience, such as Tailscale; Experience supporting engineering teams and the tools they use every day