Technical Support Engineer

About Cohesion

Cohesion builds the software, AI, and advisory services that connect people, systems, and spaces in commercial real estate: access control, smart maintenance, tenant experience, and energy management, all from one platform.

About the position

Cohesion is hiring a Technical Support Engineer to join our rapidly growing team. You report to the VP of Engineering and work cross-functionally with Product, Implementation, and Engineering. You own client support for the Cohesion platform: fielding questions, troubleshooting the application, and building lasting relationships with customers. Bring a customer-first approach and you will help shape our customer success strategy.

What you will do

Customer support

• Communicate directly with end-users, field inbound questions and challenges, and advise on resolutions grounded in thorough product knowledge.
• Respond to inbound chat, email, and phone support requests.
• Build trust and confidence with customers, advise them with care, and act as their point of contact for troubleshooting.
• Follow Cohesion's communication guidelines for customer engagement.

Troubleshooting and escalation

• Act as a subject-matter expert on the Cohesion platform and keep your product knowledge current.
• Troubleshoot features and integrations to remediate configuration issues, define bugs and defects, and route issues to the right engineering team.
• Spot patterns and trends in customer inquiries, and report and escalate recurring issues to improve the platform.
• Manage and refine the full list of customer challenges that involve the product and engineering teams.
• Test the product on an ongoing basis.

Documentation and cross-team work

• Keep strong records and documentation of every customer interaction.
• Expand and refine our customer-facing self-help library.
• Produce and maintain customer-facing reporting documents.
• Share customer sentiment and feature feedback with Customer Success and adjacent teams.
• Work with Product, Engineering, and Implementation to get customers strong resolutions to their support questions.

Required qualifications

• 3+ years of experience in software product technical support.
• Strong customer service skills.
• Knowledge of SQL and/or Postman.
• Ability to multitask, prioritize, and manage time effectively.
• Strong organization skills and attention to detail.
• Proficient technical skills, with the ability to quickly learn new software.

Desired qualifications

• Proptech or real estate experience.
• Previous experience at a startup.
• Bachelor's degree in a related field.

What you can expect from Cohesion

Cohesion is proud to offer a comprehensive benefits package to eligible, full-time employees in the United States. Our benefits are designed to invest in our employees and their families, supporting their health, happiness, and overall quality of life.

Health and wellness

United Healthcare PPO medical coverage, dental and vision through MetLife, short and long-term disability, a $40 monthly wellness reimbursement, and pet insurance.

Retirement

401(k) with a 100% match on the first 1% of compensation, plus a 50% match on the next 5%.

Work-life balance

Paid time off (PTO): enjoy a responsible unlimited PTO program after 3 months of employment.

Remote work: up to 4 weeks annually of fully remote work.

Hybrid work environment: Chicago-based employees work out of our bright and sunny HQ office Tuesday through Thursday, with snacks, drinks, collaboration space, and an outdoor patio overlooking the Chicago River.

Professional development and culture

Collaborative environment: work in an open environment with optional creative brainstorming sessions for all employees.

Annual all-staff gathering: participate in a two-day mix of professional development and fun.

Monthly events: enjoy an all-employee lunch per month, an all-employee breakfast per month, and monthly social events.

Additional perks: $50 monthly cell phone reimbursement and tax-free transit benefits.

At Cohesion, we see diversity and inclusion as a source of strength. We believe building trust and innovation are best achieved through diverse thought and practice. Individuals seeking employment at Cohesion are considered without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.