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Senior Product Support Engineer
vor 1 Monat
About Cognigy
Cognigy, a leading provider of Conversational AI solutions, empowers enterprise contact centers to deliver exceptional customer experiences. Our low-code platform, enhanced with Generative AI, enables next-gen customer service with features like Conversational IVR, Smart Self-Service, and Agent Assist.
We're a global team of skilled professionals who are passionate about our technology and committed to excellence. We're now seeking a talented individual to join our team as a Senior Product Support Engineer.
Key Responsibilities
- Provide technical support to customers and internal teams, troubleshooting and resolving complex technical issues.
- Collaborate with cross-functional teams to ensure timely solutions and advocate for product enhancements based on customer feedback.
- Lead by example in handling critical incidents and escalations, continuously improving support processes to reduce resolution time and enhance efficiency.
- Develop deep knowledge of our products, understanding their architecture and functionality, and serve as a go-to expert during critical incidents.
Requirements
- 3+ years of 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, as well as customer service best practices and policies.
- Excellent communication skills, with the ability to provide step-by-step technical support, both written and verbal.
- Strong analytical and troubleshooting abilities, with experience with cloud-based technologies and basic programming languages.
What We Offer
- Attractive and performance-oriented salary.
- Company Pension Scheme.
- 25 days paid leave, plus 5 floating days, plus public holidays.
- 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.
