Product Support Engineer

2 days ago

Bengaluru, Karnataka, India Kognitos Full time

We're Hiring at Kognitos

At Kognitos , we're redefining automation with GenAI, 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 GenAI 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 GenAI.
  • 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 GenAI 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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