Product Support Engineer

Were Hiring at Kognitos!

Kognitos

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 systemsensuring 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. Lets build the future of enterprise automation together!