Cogram · 2 months ago
Customer Support Engineer (Product / Technical Support)
United States
Full-time
Remote
Senior Level
$60K/yr - $80K/yr
6+ years expCogram is a productivity platform for the architecture, engineering, and construction industry. They are seeking a support engineer who can combine strong technical skills with clear communication to bridge the gap between customers and engineering, triaging requests, diagnosing issues, and improving service reliability.
Artificial Intelligence (AI)Information TechnologySoftware
No H1B
Responsibilities
Field incoming support requests through our channels and respond promptly with accurate, actionable guidance
Communicate with customers about feature requests and roadmap context, capturing clear problem statements and priorities
Identify, reproduce, and help resolve bugs; write minimal repros, propose fixes, and track them to resolution
Maintain and improve observability, logging, runbooks, and support tooling to shorten time‑to‑diagnosis and time‑to‑fix
Triage issues across product areas (backend, frontend, mobile) and escalate effectively, with crisp hand‑offs to engineers
Monitor feedback channels (e.g., issue trackers, forums) and surface recurring themes to product and engineering
Contribute docs and snippets (SQL, Python, shell, React examples) that help customers and reduce repeat tickets
Qualification
Required
Proficiency in SQL (ideally PostgreSQL): you can read/query schemas, debug queries, and reason about performance
Familiarity with Python, React/JavaScript, or both; comfortable reading and writing small patches or instrumentation
Experience debugging production issues using logs, metrics, traces, and error tracking
Strong written communication: clear summaries, precise steps to reproduce, and respectful customer updates
Bias for action and ownership over outcomes; comfortable operating with autonomy
Preferred
Experience with Terraform, CI/CD, and cloud platforms (AWS or Azure)
Background in developer support or customer engineering at a SaaS company
Experience with FastAPI, Postgres tuning, Redis, or mobile (React Native / Expo)
Familiarity with support metrics (SLA/SLOs, time‑to‑first‑response, backlog hygiene) and how to improve them
Benefits
Fully remote team with three off‑sites per year in different locations.
Competitive pay and meaningful stock options.
38 paid days off annually (26 personal days, 12 German public holidays).
Personal‑development stipend.
Company
Cogram
The AI Platform for Architects, Builders, and Engineers
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$0.5M2022-01-01Pre Seed· $0.5M
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