Technical Support Specialist, Cognigy
Product Support
Office located in Remote in London
Enterprise conversational AI platform
Open for applications
Enterprise conversational AI platform
201-500 employees
Open for applications
Office located in Remote in London
201-500 employees
Company mission
To lead the automation of conversations to make life easier for everyone.
Role
Who you are
- 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 (English & German)
- 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
What the job involves
- 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
- 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
- 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
Salary benchmarks
Our take
Artificial intelligence is becoming an increasingly common part of how customer service works — a trend that has been accelerated in recent years as so many other services went virtual and digital.
Cognigy is at the forefront of this trend, delivering a set of low-code tools to help enterprises integrate more AI into their customer service processes. As AI has developed, so has the company's suite, and it has launched new features such as AI agents for sales and marketing interactions.
The company has raised substantial funding across the years to accelerate this product development, as well as support its geographic expansion. With the artificial intelligence boom far from over, the future looks bright for Cognigy.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Jun 2024
$100m
SERIES C
Feb 2022
$15m
SERIES B
Total funding: $167.8m
Company benefits
- Virtual stock options plan to top performers
- Attractive and performance-oriented salary
- Flat hierarchies and the possibility to shape the organization
- Flexible working hours and ability to work remotely in the UK
Company HQ
Düsseldorf-Hafen, Düsseldorf, Germany
Leadership
Benjamin Mayr
(Co-Founder & Chief Software Architect)Earned a BS in Software Development and Gamedesign at Mediadesign University of Applied Sciences. After this, they became an Independent Software Development Consultant.
Philipp Heltewig
(Co-Founder & CEO)Previously CIO of Sitecore, a leader in digital marketing solutions. Also worked at SAP and attended Harvard Business School.
Sascha Poggemann
(Co-Founder & COO)Previously Head of Technical Development at iExergy in Germany.
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