Senior Product Support Engineer (US Timezone)

About Cognigy

Cognigy, a market leader in Conversational AI, Powers Up enterprise contact centers to exceed customer expectations, improve agent satisfaction, and rapidly respond to market changes.

Our low code Conversational AI platform, enhanced with Generative AI, offers next-gen customer service with solutions like Conversational IVR, Smart Self-Service, and Agent + Assist.

Cognigy gives enterprises all they need to deliver always-on, personalized experiences at scale on voice and chat, on any channel.

Our skilled #CognigyCrew are the people behind our cutting-edge technology and we are now looking for more talented people to join our global team.

Why you’ll love working at Cognigy : our promise to you

We empower our people to be successful as part of a diverse, passionate and respectful team who are proud to be enabling customer and employee service that is loved by everyone.

We do this by challenging each other to succeed and being enabled to do our best work. Encouraging and supporting growth is at the heart of our success, founded on a culture of mutual respect and trust always! It’s no wonder that the values that inspire and drive our #CognigyCrew are our 4Ts :

Team, Trust, Transparency, Technology.

Your new role

As a Senior Product Support Engineer you will be responsible for providing technical support to customers and internal teams.

In this role you are expected to troubleshoot and resolve technical issues, document technical issues and resolutions, and work with cross-functional teams to identify and resolve issues.

You will be supporting our U.S. clients, with working hours from 3 : 00 PM to 12 : 00 AM.

• Champion customer satisfaction by swiftly resolving complex technical issues
• Collaborate with cross-functional teams to ensure timely solutions
• Advocate for product enhancements based on customer feedback
• Lead by example in handling critical incidents and escalations
• Continuously improve support processes, reducing resolution time and enhancing efficiency
• Develop deep knowledge of our products, understanding their architecture and functionality
• Be the go-to expert during critical incidents, coordinating efforts to restore service
• Document incident resolutions and share learnings with the team

Requirements

About you :

• 3+ years Proven work experience as a product support engineer or in a similar role
• Hands-on experience with Windows / Linux with a good understanding of computer systems, software and other technical products
• Strong knowledge of software development, databases, and system design
• Understanding of customer service best practices and policies
• Outgoing approachable person who can fit into a social team with excellent communication skills
• Demonstrate a can-do approach both mentality and in attitude
• Ability to provide step-by-step technical support, both written and verbal (ENG)
• Strong analytical and troubleshooting abilities.
• Ability to analyze and troubleshoot technical issues effectively
• Experience with cloud-based technologies.
• Knowledge of basic programming languages

Sounds like you? Come and join us!

Benefits

Life at Cognigy : what we offer you

We are an ambitious and international tech company with a great culture, and we make sure that everyone feels welcome. Our excellent benefits make us a fantastic place to work - these include :

• Attractive and performance-oriented salary
• Company Pension Scheme
• 25 days paid leave, plus 5 floating days, plus public holidays
• Unique opportunity to help build and shape the company, with little hierarchy
• Flexible working options
• Colleague recognition, reward and celebration events
• Global Employee Assistance Program
• ClassPass membership, giving you access to a variety of fitness and wellness experiences
• Ongoing learning and development opportunities, including LinkedIn Learning
• One paid Giving Back Day' each year, so you can volunteer for a charity or community activity of your choice
• Subscription to the Calm app for you plus five friends / family members, giving you access to guided meditation, sleep stories, music, masterclasses, and much more

Equal Opportunity Employer Statement : Cognigy does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.