Senior Product Support Engineer

vor 4 Wochen

Düsseldorf, Nordrhein-Westfalen, Deutschland Cognigy Vollzeit

About Cognigy

Cognigy, a market leader in Conversational AI, empowers enterprise contact centers to deliver exceptional customer experiences, improve agent satisfaction, and adapt to changing market demands. 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 provides enterprises with the tools to deliver always-on, personalized experiences at scale on voice and chat, on any channel.

Our skilled team is the driving force behind our cutting-edge technology, and we're seeking talented individuals to join our global team.

Why you'll thrive at Cognigy

We foster a diverse, passionate, and respectful team environment that enables customer and employee service excellence. Our culture is built on mutual respect, trust, and a commitment to empowering our people to succeed.

We achieve this by challenging each other to excel and providing opportunities for growth and development. Our values – Team, Trust, Transparency, and Technology – guide our actions and decisions.

Your new role

As a Senior Product Support Engineer, you'll provide technical support to customers and internal teams, troubleshooting and resolving complex technical issues. You'll work with cross-functional teams to identify and resolve issues, ensuring timely solutions. You'll support our U.S. clients, 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 of 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 mentally 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.

Benefits

Life at Cognigy: what we offer you

We're 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.

Cognigy is an equal opportunity employer and welcomes applications from diverse candidates.

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