Application Support Engineer

Cognosos Inc • Atlanta, GA

1d • Hybrid

About The Position

As an Application Support Engineer, you are the primary investigator for our Real-Time Location Services (RTLS). You own the technical integrity of our service at our most critical customer sites—hospitals, automotive plants, and vehicle auctions. You aren't just a "fixer"; you are a systems expert who uses data to piece together the story of how our software, hardware, and the customer’s environment interact.

Requirements

• Experience: 3+ years in L2/L3 support or application management roles in the SaaS or IoT industry.
• Academic Background: Undergraduate degree in a STEM-focused discipline (Engineering, Information Technology, Mathematics, Data Science, etc).
• Analytical Aptitude: Demonstrated ability to perform root-cause analysis on complex systems. You are a "Data Detective" who enjoys hunting for answers in raw logs or database tables.
• Technology Fluidity: Basic to intermediate proficiency in using SQL and Python to conduct data investigations. Whether it's a database, a proprietary dashboard, or a log-viewer, you learn software quickly and intuitively.
• Communication: Strong communicator with a demonstrated ability to hold your own in deep-dive technical discussions with software and hardware Engineers. At the same time, you also have the ability to explain a complex failure to a non-technical customer POC.
• Operational Discipline: You have proven ability to deliver outcomes in a fast-paced environment across simultaneous projects.

Nice To Haves

• Experience with IoT hardware or wireless systems (Wifi, LoRA, Bluetooth).
• Experience in Healthcare or Automotive environments.
• A background in Technical Project Coordination
• Networking Baseline: You understand the basics of how devices connect to the internet (IP addresses, Wi-Fi, Firewalls).

Responsibilities

• Incident Orchestration & Data Forensics: Serve as the hybrid L1 & L2 incident responder and investigator for monitoring alerts and customer incidents. You will stitch together logs and telemetry data from a combination of help desk, business intelligence, observability and custom tools to determine if an issue is a software bug, a hardware edge-case, or a customer network configuration
• Observability & Health Monitoring: Proactively monitor the health of a global network of on-site gateways and sensors using observability tools (like Grafana or Kibana), You will identify trends—such as localized packet loss or battery degradation—and resolve them before the customer is impacted.
• Field Orchestration & Support: You will scope and coordinate site visits, provide the remote technical support and develop specific diagnostic instructions that ensure on-site repairs are successful the first time.
• Collaboration & Root Cause Analysis: Work closely with our Software Engineering and Product teams to implement permanent fixes for recurring issues. You will be the "voice of the field" in development huddles.
• Maintenance & Documentation: You will manage firmware updates and software patches for on-site hardware. You’ll also build the technical troubleshooting playbooks and user guides that allow our support operations to scale.

Benefits

• Competitive salaries
• Unlimited vacation so you can rest and recharge
• Full benefits program (Health, Dental, Vision, 401(k) match, life and disability insurance)
• Parental Leave
• Paid parking at our Atlanta office
• Opportunity for equity participation
• Volunteer opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level