{"id":145140,"url":"https://alion.io/job/cogram-customer-support-engineer-product-technical-support","title":"Customer Support Engineer (Product / Technical Support)","company":{"id":7384,"name":"Cogram","domain":"cogram.com","url":"https://alion.io/company/cogram","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Work at a Startup","truth_index":null},"role":"Data Science","role_family":"Data Science","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":{"label":"CET","utc_offset_min":1,"utc_offset_max":1},"hiring_geo_confidence":"inferred","locations":["Berlin, Germany"],"countries":["DE"],"hiring_countries":["US","DE"],"hiring_countries_total":2,"salary":{"min":60000,"max":80000,"currency":"EUR","period":"year","gross":null,"usd_annual":89937},"salary_estimate":null,"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"AI Agents","optional":false},{"name":"JavaScript","optional":false},{"name":"Machine Learning","optional":false},{"name":"PostgreSQL","optional":false},{"name":"Python","optional":false},{"name":"SQL","optional":false},{"name":"AWS","optional":true},{"name":"Azure","optional":true},{"name":"CI/CD","optional":true},{"name":"Expo","optional":true},{"name":"FastAPI","optional":true},{"name":"LinkedIn","optional":true},{"name":"Pydantic","optional":true},{"name":"React Native","optional":true},{"name":"Redis","optional":true},{"name":"SLI/SLO/SLA","optional":true},{"name":"SQLAlchemy","optional":true},{"name":"Terraform","optional":true},{"name":"TypeScript","optional":true}],"status":"live","first_seen_at":"2026-08-28T08:35:28Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-18T02:39:03Z","board_verified":true,"closed_at":null,"days_open":50,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":50},"description":"Customer Support Engineer (Product / Technical Support)\nLocation: Remote\nTimezone: Within CET ±3 hours\nAbout Us\nWe'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.\nCompleting 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?\nWe'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.\nCogram 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.\nWhy this role\nWe’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.\nWhat you will do\nField incoming support requests through our channels and respond promptly with accurate, actionable guidance.\nCommunicate with customers about feature requests and roadmap context, capturing clear problem statements and priorities.\nIdentify, reproduce, and help resolve bugs; write minimal repros, propose fixes, and track them to resolution.\nMaintain and improve observability, logging, runbooks, and support tooling to shorten time-to-diagnosis and time-to-fix.\nTriage issues across product areas (backend, frontend, mobile) and escalate effectively, with crisp hand-offs to engineers.\nMonitor feedback channels (e.g., issue trackers, forums) and surface recurring themes to product and engineering.\nContribute docs and snippets (SQL, Python, shell, React examples) that help customers and reduce repeat tickets.\nWhat you will bring (must-haves)\nProficiency in SQL (ideally PostgreSQL): you can read/query schemas, debug queries, and reason about performance.\nFamiliarity with Python, React/JavaScript, or both; comfortable reading and writing small patches or instrumentation.\nExperience debugging production issues using logs, metrics, traces, and error tracking. \nStrong written communication: clear summaries, precise steps to reproduce, and respectful customer updates.\nBias for action and ownership over outcomes; comfortable operating with autonomy.\nNice to have\nExperience with Terraform, CI/CD, and cloud platforms (AWS or Azure).\nBackground in developer support or customer engineering at a SaaS company.\nExperience with FastAPI, Postgres tuning, Redis, or mobile (React Native / Expo).\nFamiliarity with support metrics (SLA/SLOs, time-to-first-response, backlog hygiene) and how to improve them.\nBenefits\nFully remote team with three off-sites per year in different locations.\nCompetitive pay and meaningful stock options.\n38 paid days off annually (26 personal days, 12 German public holidays).\nPersonal-development stipend.\nOur stack\nReact and TypeScript on the web, React Native / Expo for iOS and Android, Python (FastAPI / Pydantic / SQLAlchemy), Postgres, Redis, Terraform, deployed on AWS and Azure.\nHow we work\nWe are remote-first and operate with high trust and high ownership.\nWe prefer written, asynchronous communication and crisp specs.\nWe iterate quickly and keep scope small to ship value continuously.\nHow to apply\nPlease include in your application:\nA brief note on a complex issue you diagnosed end-to-end: the symptoms, your investigation steps, and the resolution.\nLinks that demonstrate your technical communication (e.g., docs, issue threads, knowledge-base articles) and any code samples.\nA short CV or 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