About the role
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.
