Technical Support Specialist (product Support)

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.

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

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.

Responsibilities

• Be the first line of support – act as the initial point of contact for customer issues, providing timely and effective assistance.
• Efficiently identify and escalation complex requests to the next level of support when necessary.
• Track, document, and route issues to the appropriate teams for fast and accurate resolution.
• Guide customers through troubleshooting with professionalism and empathy, exceeding expectations at every step.
• Maintain thorough records of customer interactions, issue resolutions, and follow‑ups for continuous improvement.
• Work closely with the engineering team to enhance product functionality and resolve recurring technical issues.
• Continuously learn and improve expertise in help desk procedures, products, and services.
• 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

• Proven Product Support Experience – 3+ years in a Product Support Engineer or similar technical support role.
• Technical Expertise – Hands‑on experience with Windows and Linux, and 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.

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, 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.

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.