Technical Support Engineer

NICE•Richardson, TX

15d

About The Position

As a Senior Technical Support Specialist, you'll provide expert technical support for customers using the Cognigy conversational AI platform. You'll serve as the first point of contact for complex technical issues involving AI agents, APIs, integrations, authentication, and cloud-based applications. Working closely with customers, Product, and Engineering, you'll troubleshoot problems, identify root causes, and deliver timely solutions that ensure customers get the most out of the platform. This role is ideal for someone who enjoys solving technical problems, working with modern AI technologies, and helping customers successfully deploy enterprise conversational AI solutions.

Requirements

3+ years of experience in Technical Support, Product Support, or Technical Support Engineering.
Experience supporting enterprise SaaS applications or cloud-based software platforms.
Strong troubleshooting skills with experience analyzing logs, error messages, and stack traces.
SIP knowledge, troubleshooting connections, investigating PCAPS, using WireShark and similar tools
LLM knowledge, troubleshooting unexpected results (hallucinations), connection issues, API requirements, understanding changes in model revisions
Hands-on experience working with REST APIs, including making requests, interpreting responses, and debugging integrations.
Experience using API testing tools such as Postman.
Solid understanding of Windows and Linux operating systems.
Familiarity with browser developer tools and debugging web applications.
Strong understanding of software architecture, databases, and system integrations.
Excellent written and verbal communication skills with the ability to explain technical concepts to both technical and non-technical audiences.
Proven ability to manage multiple customer issues in a fast-paced support environment.
Strong customer-first mindset with excellent problem-solving skills.

Nice To Haves

Cognigy or another conversational AI platform
Large Language Models (LLMs) or Generative AI applications
OAuth2, JWT, and Single Sign-On (SSO)
Role-Based Access Control (RBAC)
REST APIs and webhooks
Monitoring and observability tools such as Grafana or Kibana
Docker and containerized applications
Cloud platforms including AWS or Azure
JSON and XML
HTML/CSS
Zendesk or similar support platforms
GDPR and secure communication principles

Responsibilities

Serve as the primary technical contact for customers using the Cognigy platform.
Troubleshoot issues related to AI agents, conversation flows, REST APIs, integrations, authentication, and platform functionality.
Investigate customer-reported issues by analyzing logs, API responses, stack traces, and system behavior to determine root cause.
Guide customers through technical troubleshooting via phone, email, and web meetings while delivering an exceptional support experience.
Escalate complex issues to Engineering with clear documentation, troubleshooting steps, and technical findings.
Partner closely with Engineering and Product teams to resolve recurring issues and improve platform reliability.
Support customer integrations with third-party systems using REST APIs, webhooks, OAuth2, JWT, and SSO.
Assist customers with deployment and configuration across Windows, Linux, cloud, and containerized environments.
Create and maintain internal documentation, knowledge base articles, and troubleshooting guides.
Develop internal support tools and automation to improve operational efficiency.
Continuously expand knowledge of Cognigy, LLM-powered solutions, AI technologies, and customer support best practices.