Product Support Engineer
1 day ago
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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