Customer Support Engineer (Product / Technical Support)
Location: Remote
Timezone: Within CET ±3 hours
About us
Cogram is a productivity platform for the architecture, engineering, and construction (AEC) industry. We automate core workflows including meeting notes, site reports, email management, project administration, and RFP bidding. We’re backed by YC, Initialized, and a group of well‑known Silicon Valley investors. We believe small, focused teams can deliver outsize results.
Why this role
We’re looking for a support engineer who can combine strong technical skills with clear communication. You will be the connective tissue between customers and engineering: triaging requests, diagnosing issues, improving observability, and closing the loop with fixes or workarounds. You’ll work across our stack and tooling, and you’ll help shape how we deliver reliable, predictable service.
What you will do
- 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.
What you will bring (must‑haves)
- 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.
Nice to have
- 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.
Our stack
React and TypeScript on the web, React Native / Expo for iOS and Android, Python (FastAPI / Pydantic / SQLAlchemy), Postgres, Redis, Terraform, deployed on AWS and Azure.
How we work
- We are remote‑first and operate with high trust and high ownership.
- We prefer written, asynchronous communication and crisp specs.
- We iterate quickly and keep scope small to ship value continuously.
How to apply
Please include in your application:
- A brief note on a complex issue you diagnosed end‑to‑end: the symptoms, your investigation steps, and the resolution.
- Links that demonstrate your technical communication (e.g., docs, issue threads, knowledge‑base articles) and any code samples.
- A short CV or LinkedIn.
