About Cognigy

Cognigy is transforming the customer service industry with the most advanced AI Agent platform for enterprise contact centers. Its award-winning solution, Cognigy.AI, empowers enterprises to deliver instant, hyper-personalized, multilingual service on any channel. By integrating Generative and Conversational AI to create Agentic AI, Cognigy delivers AI Agents that redefine customer experiences, drive satisfaction, and support contact center employees in real-time.

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 - Technical Support Specialist - US

Location - Dallas, Texas ( Hybrid - 2 Days Home Office )

Potential Compensation - $60 000 to $84 000

The Technical Support Specialist will be responsible for providing technical assistance and support to customers. They will diagnose and troubleshoot technical issues, identify and implement solutions, and document and record technical procedures. The Support Specialist will also be responsible for providing education and training to customers on the use of products and services.

Your responsibilities will include

Be the First Line of Support - Act as the initial point of contact for customer issues, providing timely and effective assistance
Efficiently Escalate Issues - Properly identify and escalate complex requests to the next level of support when necessary
Streamline Issue Resolution - Track, document, and route issues to the appropriate teams for fast and accurate resolution
Deliver Exceptional Customer Support - Guide customers through troubleshooting with professionalism and empathy, exceeding expectations at every step
Ensure Accurate Documentation - Maintain thorough records of customer interactions, issue resolutions, and follow-ups for continuous improvement
Collaborate with Developers - Work closely with the engineering team to enhance product functionality and resolve recurring technical issues
Expand Product & Process Knowledge - Continuously learn and improve expertise in help desk procedures, products, and services
Enhance Internal Tools - Develop and maintain internal support tools to improve efficiency and customer experience

Growth Potential

At Cognigy we are committed to your professional growth. This role offers significant opportunities for career development, including access to ongoing training, and involvement in high-impact projects allowing you to showcase and advance your unique skills and experience.

Requirements

About you:

Proven Product Support Experience - 3+ years of experience as a Product Support Engineer or in a similar technical support role
Technical Expertise - Hands-on experience with Windows and Linux, with a solid understanding of computer systems, software, and technical products
Software & Systems Knowledge - Strong familiarity with software development concepts, databases, and system design
Customer-Centric Mindset - Understanding of customer service best practices, with a proactive and solutions-driven approach to support
Excellent Communication & Team Fit - Outgoing and approachable personality, capable of thriving in a collaborative, social team environment
Can-Do Attitude - A proactive problem-solver with a hands-on, solution-oriented mindset
Effective Technical Support Delivery - Ability to provide clear, step-by-step technical assistance in both written and verbal formats
Analytical & Troubleshooting Skills - Strong problem-solving abilities with a keen eye for diagnosing and resolving technical issues efficiently
Cloud & Programming Knowledge - Experience with cloud-based technologies and familiarity with basic programming languages

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 Udemy
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

Pay Transparency Disclaimer

Cognigy is committed to providing fair and equitable compensation for all employees. The listed salary ranges reflect our good faith estimate for the role across various U.S. locations where we hire. Actual compensation will be determined based on the candidate's location, qualifications, and experience. We fully comply with all state and local pay transparency laws.

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.

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Technical Support Specialist - US (Product Support)