Senior Customer Support Engineer

Location

Australia

Employment Type

Full time

Department

Research & Development

Compensation

AustraliaA$170K – A$230K • Offers Equity • Offers Bonus

Coder determines compensation based on the level, role, and location you live in. For more information, please see our Compensation Philosophy.

This role is leveled as P4. Please feel free to ask any questions about compensation and levels during your initial interview.

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.

What you’ll do here

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

What we’re looking for

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

Bonus tacos if you 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

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.

Our self-hosted AI Development Environment 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 environments improve productivity, cut cloud costs, and reduce data risks. Developers transition to AI at their own pace using their own tools. Platform and security teams can govern, audit, and manage a great developer experience at scale.

Interview process

We believe that the interview process should be transparent, consistent, and enjoyable. We value your time and hope to complete the interview process in two to four weeks, if schedules allow. Through your interviews, you will meet a mix of individual contributors, managers, and senior leaders.

AI use during the interview process

As an AI company, Coder embraces the use of AI tools, and we want to be transparent about our expectations as you navigate our interview process.

Not permitted: Using AI assistance during conversational interviews.

Permitted: Using AI tooling for take-home assessments. Please flag where and to what extent it was used in your take-home. Your submission will not be penalized for using AI as long as it is done honestly.

Our use of AI in hiring

We use AI tools to help manage our recruitment process efficiently and fairly. Specifically:

Ashby helps us review inbound applications by surfacing candidates who best match the role requirements we've defined. This tool does not make hiring decisions - it helps our team prioritize which applications to review first.

Granola takes notes during our interview calls so our team can focus on the conversation with you.

All hiring decisions are made by humans. Our team reviews applications, conducts interviews, and makes final selections. AI tools assist us but never replace human judgment, and these practices are conducted in compliance with applicable data protection, AI governance, and labor laws. Your data is not used to train AI models.

In accordance with New York City Local Law 144, an independent bias audit has been conducted on "Automated Employment Decision Tools"; results are available for Ashby.

If you're applying for a role at Coder and have questions about how we use AI in our process, or if you'd like to request information about the data we collect, please contact careers@coder.com.

We are committed to providing equal employment opportunities to qualified applicants and do not discriminate on the basis of race, color, ancestry, religion, sex, pregnancy, gender, gender identity, gender expression, sexual orientation, national origin, age, marital status, genetic information, disability, protected veteran status or any other characteristic protected by federal, state, or local laws.