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Customer Support Engineer (Product / Technical Support)

Cogram
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Remote€60k - €80kFull-timePosted 11mo ago

About the role

Customer Support Engineer role at Cogram, focusing on product and technical support for an AI platform serving architects and engineers. Remote-friendly with CET±3hrs timezone alignment.

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.

Qualifications

  • Proficiency in SQL (ideally PostgreSQL): 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.

Skills

Required:SQLPythonJavaScript/ReactCommunication

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.
Last updated Sep 16, 2026. Interested? Apply on the company site.
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About Cogram

The AI Platform for Architects, Builders, and Engineers

Cogram is an AI platform for the architecture, engineering, and construction (AEC) industry. Our products automate a growing number of AEC workflows such as site reports, meeting minutes, mail management, and RFP bidding.

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