Customer Support Engineer (Product / Technical Support)

Cogram
Berlin, United States
Workplace: HybridFull timeEUR 60,000 - 80,000 annuallyFunction: Customer Support (Service Desk)Skills: ["Communication","Problem-solving","Written communication","Ownership","Experience debugging production issues"]

A technically adept customer support engineer providing product and technical guidance across the stack, triaging requests, diagnosing issues, and shaping observability and documentation while coordinating with engineering to deliver reliable, scalable support for an architectural/AEC SaaS platform.

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FursaFursa
Cogram
Cogram
9 months ago

Customer Support Engineer (Product / Technical Support)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 16 hours agoStatus: Live

Job Summary

A technically adept customer support engineer providing product and technical guidance across the stack, triaging requests, diagnosing issues, and shaping observability and documentation while coordinating with engineering to deliver reliable, scalable support for an architectural/AEC SaaS platform.
Location: Berlin, United States
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Field incoming support requests through channels and provide prompts with accurate, actionable guidance.
  • •Communicate 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 with crisp hand-offs to engineers.

Pay and Benefits

Salary: EUR 60,000 - 80,000 annually
Equity and Bonus:Equity
Perks:EquityRemote WorkPaid Leave

Key Requirements

  • •SQL proficiency (ideally PostgreSQL) with ability to read/query schemas and reason about performance
  • •Familiarity with Python and React/JavaScript; comfortable reading and writing small patches or instrumentation
  • •Experience debugging production issues using logs, metrics, traces, and error tracking
  • •Strong written communication with clear, precise steps to reproduce and customer updates
  • •Bias for action and ownership over outcomes; comfortable operating autonomously
Experience:AECArchitectureEngineeringConstruction
Skills:CommunicationProblem-solvingWritten communicationOwnershipExperience debugging production issues
Languages:English
Tech Stack:SQLPostgreSQLPythonJavaScriptReactTypeScriptSQLAlchemyFastAPIRedisTerraformAWSAzurePostgresReact NativeExpo

Eligibility

Nationality:US National
Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Cogram
Builds AI-powered meeting assistant tools that transcribe, summarize, and extract actionable insights from meetings and calls to help teams document decisions, generate follow-ups, and turn conversations into structured outputs.
Industry: SaaS
Headquarters: Berlin, Germany
Website