Product support engineer

4 weeks ago

Bangalore, India Kognitos Full time

We’re Hiring at Kognitos At Kognitos , we’re redefining automation with Gen AI, and we’re looking for a passionate Product Support Engineer to join our team. If you thrive in solving complex technical problems, love working with customers, and have a knack for automation, this could be your next big move. Roles and Responsibilities Troubleshoot and resolve customer-reported issues including automation scripts, performance, and Gen AI prompt-related challenges. Collaborate with customers through email, phone, and ticketing systems—ensuring top CSAT, NPS, TTR, and TTFR. Proactively engage with enterprise customers to review and enhance their automation code. Partner with Engineering and Post Sales teams to report bugs, improve product usability, and strengthen customer success. Build and maintain knowledge base articles to empower customer self-service via Gen AI. Monitor customer environments proactively to prevent disruptions. Mentor and support fellow engineers to foster continuous learning within the team. Experience: 5+ years of technical experience in Development, QA, or Technical Support. B. S. in Computer Science or equivalent degree. Strong understanding of automation and Gen AI concepts (e.g., prompt engineering, reducing hallucinations). Hands-on experience with cloud technologies (AWS, Azure), networking, and integrations (Oracle, SFDC, SAP, REST APIs). Familiarity with monitoring/troubleshooting tools like Datadog, Jam. Dev , Intercom (plus point). Good scripting knowledge (Python, Bash preferred). What We Are Looking For Excellent analytical and problem-solving skills for diagnosing complex technical issues. Strong communication and customer engagement skills. Ability to work independently and collaboratively in a fast-paced environment. A proactive mindset with customer-first thinking. Flexibility to work shifts (24x7 support model with occasional weekend/holiday support). Candidates who can join us immediately are preferred. Be part of a team where automation meets intelligence. Let’s build the future of enterprise automation together

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