Support Engineer

• Diagnose and resolve complex technical issues related to automation flows, GenAI prompts, integrations, and performance.

• Help customers build and troubleshoot automation scripts using natural language, code, or a blend of both.

• Engage customers through email, video, and ticketing systems. Provide timely updates, empathetic support, and thoughtful solutions.

• Be a proactive technical advisor for strategic customers—reviewing automation code and helping optimize their workflows.

• Collaborate with Engineering to escalate bugs, improve product usability, and reduce recurring support issues.

• Drive key KPIs like case deflection, time to resolution, and CSAT by improving serviceability and documentation.

• Create self-service content and training material to power GenAI-driven support experiences.

• Reduce inbound volume through smarter tooling, knowledge bases, and intelligent monitoring.

• Help define what world-class technical support looks like at Kognitos.

• Mentor peers, share best practices, and raise the bar for customer experience.

• 5+ years in a technical role (support, QA, development) within a high-growth or enterprise SaaS environment

• Strong grasp of automation, integration workflows, and modern cloud infrastructure (AWS, Azure)

• Experience with GenAI concepts, prompt engineering, and reducing hallucinations

• Solid debugging skills, with familiarity in tools like Datadog, Intercom, Jam.dev, or equivalent

• Comfort writing or reading scripts in Python, Bash, or similar languages

• Clear, confident communicator—especially when breaking down complex issues for non-technical users

• BS in Computer Science or related field (or equivalent practical experience)

• This is a shift-based role supporting our global customers, including occasional weekend or holiday standby

• Expect one weekend shift a month, with flexibility based on team rotation and business needs

Why Join as a Founding Support Engineer?
You won’t just solve tickets—you’ll help build the engine that powers AI-first enterprise automation. You’ll work cross-functionally, deeply influence product decisions, and be part of a founding team defining how humans and machines collaborate.

You do not need to match all of the listed expectations to apply for this position. We are committed to building a team with a variety of backgrounds, experiences, and skills.

Kognitos is committed to fostering a diverse work environment and proud to be an equal opportunity employer. As we highly value diversity in our current and future employees, we do not discriminate (including in our hiring and promotion practices) on the basis of race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, disability status or any other characteristic protected by law.