Remote Senior Product Support Engineer
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Description:
- As a Senior Product Support Engineer at Cognigy, you will provide technical support to customers and internal teams.
- Responsibilities include troubleshooting and resolving technical issues, documenting problems and solutions, and collaborating with cross-functional teams.
- You will champion customer satisfaction by swiftly resolving complex technical issues and advocating for product enhancements based on customer feedback.
- Additionally, you will lead by example in handling critical incidents, continuously improve support processes, and develop deep knowledge of Cognigy products.
- Your role will involve being the go-to expert during critical incidents, documenting incident resolutions, and sharing learnings with the team.
Requirements:
- 3+ years of proven work experience as a product support engineer or in a similar role.
- Hands-on experience with Windows/Linux and a good understanding of computer systems, software, and technical products.
- Strong knowledge of software development, databases, and system design.
- Understanding of customer service best practices and policies.
- Excellent communication skills and ability to fit into a social team.
- Demonstrated can-do approach and mentality.
- Ability to provide step-by-step technical support in both written and verbal English and German.
- Strong analytical and troubleshooting abilities.
- Experience with cloud-based technologies and knowledge of basic programming languages.
Benefits:
- 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 for fitness and wellness experiences.
- Ongoing learning and development opportunities, including LinkedIn Learning.
- One paid ‘Giving Back Day' each year for volunteering.
- Subscription to the Calm app for you plus five friends/family members for guided meditation, sleep stories, music, and masterclasses.
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