Customer Support Engineer

Customer Support Engineer

At Cogna, we're working hard to solve the productivity crisis. Lagging productivity is the biggest barrier to economic growth and a major obstacle to addressing our most important issues, such as climate change, healthcare, and social equality.

But it’s not a single problem that can be tackled with a silver-bullet solution, it’s the accumulation of millions of highly specific, context-driven challenges across every facet of every organisation that have to be addressed on their own terms.

Cogna is on a mission to solve this very complex problem. We’re creating an AI-powered platform to understand these inefficiencies within customers’ operating models, to define the requirements, and develop the software itself in a fully automated way. The result is high-quality, precision software at scale.

Since our launch in May 2023, we’ve already seen significant traction and customer revenue that outpaces most companies at our stage. We’re backed by top VCs, including Notion Capital and Hoxton Ventures, and we’re growing our world-class team - ex Google, Microsoft, Palantir - to take us to the next level on our mission.

This is more than a job, it’s an opportunity to be part of something genuinely transformative. Are you up for the challenge?

Overview

The Customer Support Engineer (CSE) role is crucial for Cogna’s user experience. The role involves providing technical assistance, troubleshooting, and resolving customer issues via multiple channels. When needed, the CSE will escalate issues to other teams and use Observability and logging tools to diagnose problems. The CSE will help improve the support to Cogna’s customers by automatic repetitive tasks and reporting repeat patterns of support work and user issues. Strong communication and analytical skills are essential. An interest in AI is key.

What you’ll do

• Handle customer support tickets via email, chat, and phone.
• Provide workarounds, technical explanations, and guidance to users.
• Escalate critical issues to development teams while keeping customers informed.
• Assist customers in troubleshooting connectivity, authentication, data processing and performance issues
• Work with logs, monitoring and debugging tools to triage issues, collaborate and escalate with engineering to report bugs and suggest fixes.
• Contribute to internal documentation for support teams to resolve common problems.
• Update knowledge bases with best practices, playbooks and solutions.
• Identify patterns of recurring failures and suggest improvements to the support process, including automation.

What we’re looking for

• Basic SQL queries for checking database records and troubleshooting (e.g., MySQL, PostgreSQL).
• Understanding of multi-tenant SaaS architecture with AWS, Azure, or Google Cloud (basic troubleshooting of cloud-hosted services), and logging and monitoring tools.
• Strong analytical skills with experience isolating issues, prioritising them based on severity and impact, and determining whether issues are user errors, configuration/data issues or production bugs.
• Excellent communication skills, both written and verbal, with great empathy for end users and ability to suggest solutions and workaround for issues found.
• Scripting ability (Python, Bash, or PowerShell) for automating simple tasks.
• Strong interest in AI.

What we offer

• Competitive salary and share option plan
• 25 days annual leave, plus public holidays
• Excellent pension scheme, matched to 7.5%
• Private healthcare, including family cover and pre-existing conditions
• Flexible hybrid working with 2 days per fortnight in our Farringdon office
• Regular social events and offsites
• Access to a gym and fitness classes in our office building