Software Support Engineers

Kognitos is at the forefront of revolutionizing the trillion-dollar hyper-automation market. Our mission is to redefine how software is built and maintained by leveraging cutting-edge multi-agent automation platforms. We are pioneering advancements in agentic workflows , enabling machines to reason, plan, and execute tasks in a deterministic fashion.

Our approach up-levels debugging to English, bypassing traditional programming languages that struggle to adap

A Kognitos Support Engineer is primarily responsible for providing technical support to Kognitos customers by troubleshooting and resolving technical issues related to their data protection solutions, collaborating with engineering teams to identify root causes, and creating self-service knowledge base articles to enhance customer experience, all while maintaining a high level of customer satisfaction

Diagnosing and resolving technical issues reported by customers, including creating/troubleshooting automation scripts, performance, and GenAI prompt related problems.

Engaging with customers via phone, email, and ticketing systems to understand their issues, provide timely updates, and guide them through troubleshooting steps. Engage with select enterprise customers proactively and be part of their automation team by helping them review their automation code.

Possessing in-depth knowledge of Kognitos products, features, architecture, and underlying technologies like automation, GenAI, AWS, Azure , networking, and basics of how integration with various 3rd party tools like Oracle/SFDC/SAP/RestAPIs work. Understanding of various troubleshooting tools like Datadog/Jam.Proactive Monitoring: Monitoring customer environments for potential issues and taking preventative measures to minimize disruptions. Mentorship and Training: Providing guidance and support to other support engineers within the team.

Strong understanding of AutomationExperience with GenAI concepts, such as Prompt Engineering, reducing HalluncinationsExcellent problem-solving and analytical skills to diagnose complex technical issuesExceptional communication and customer service skills to effectively interact with customersAbility to work independently and as part of a teamFamiliarity with scripting languages (e.g., Python, Bash)

5+ years of technical experience (Development; Technical Support)- B.S. in Computer Science/or equivalent degree

Work Hours: - Kognitos provides 24x7 support; You work based on fixed work shift and may be required to work either Monday to Friday depending on the organization and your needs. Weekend shift needed once every month- Stand by on weekend or holiday as per customers demand although it may not be frequent.

We are committed to building a team with a variety of backgrounds, experiences, and skills.

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.