Customer Support Engineer (Product / Technical Support)

# **Customer Support Engineer (Product / Technical Support)** **Location:** Remote\ **Timezone:** Within CET ±3 hours ## **About Us** We're a team of applied researchers, engineers, and technologists building the next generation of tools for architects and engineers – for the people who design and build the physical world. Our customers use Cogram to run projects ranging from housing, hospitals, bridges, airports, to skyscrapers, datacenters, factories, and so much more. \ \ Completing such complex projects on time and budget is a difficult problem, so architecture and engineering firms use a host of software tools to coordinate and keep track of work. Most of those tools were built decades ago and haven't changed much since. They're often expensive, hard to use, and treat AI as a checkbox or a future promise. We’ve set out to fix that, and leading architecture and engineering firms around the world use Cogram’s AI systems to help manage their projects. When we make new tools, we usually start by asking: what if we redesigned the existing tools from scratch, for the AI era? What should these tools look like if we build them today, knowing what AI can do? We're also working on AI systems that help with the design process. Current AI is very capable with language and code, but less strong at reasoning about geometry, space, constraints, and complex 3D objects. AI has to understand thousands of interdependent objects and physical and regulatory constraints, reason across multiple representations, and produce something another engineer can modify. As this gap closes, computer-aided design will become agentic. The implications are profound, since almost everything in the physical world passes through architects or engineers before it is built. Cogram was founded in 2021 by researchers in physics and machine learning from Oxford. We’ve partnered with some of the world’s leading venture investors, including Initialized, Y Combinator, and Elad Gil. ## **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. Visa sponsorship is not available for this role.