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updated 18 days ago

Senior Technical Support Specialist (Cognigy Platform)

Work type
fulltime
Grade
senior
English
b2
Country
US
This vacancy is from Hirify.Global listVacancy from Hirify Global, list of international tech companies
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Job description

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TL;DR
Senior Technical Support Specialist (Cognigy Platform) (Conversational AI): Providing expert technical support for enterprise customers deploying Cognigy's conversational AI platform with an accent on AI agents, REST APIs, integrations, authentication, and cloud environments. Focus on analyzing logs, API responses, stack traces, and system behavior, troubleshooting LLM hallucinations and connectivity issues, and collaborating with Engineering and Product to resolve complex customer problems.

Location: USA - Richardson, TX

Company

hirify.global provides AI, cloud, and digital software for customer experience, financial crime prevention, and public safety to global enterprises.

What you will do

  • Serve as the primary technical contact for customers using the Cognigy conversational AI platform.
  • Troubleshoot AI agents, conversation flows, REST APIs, integrations, authentication, and platform functionality.
  • Analyze logs, API responses, stack traces, system behavior, SIP connections, and PCAPs to identify root causes.
  • Support customer deployments and configurations across Windows, Linux, cloud, and containerized environments.
  • Escalate complex issues to Engineering and collaborate with Product and Engineering on recurring problems and platform reliability.
  • Create troubleshooting documentation and develop internal support tools and automation.

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, including analysis of logs, error messages, stack traces, API responses, and system behavior.
  • Hands-on experience with REST APIs and API testing tools such as Postman.
  • Knowledge of SIP, connection troubleshooting, PCAP analysis, and Wireshark or similar tools.
  • Strong understanding of Windows, Linux, software architecture, databases, system integrations, and customer-facing technical communication.

hirify.global-to-have">hirify.global to have

  • Experience with Cognigy or another conversational AI platform, LLMs, or generative AI applications.
  • Knowledge of OAuth2, JWT, SSO, RBAC, REST APIs, and webhooks.
  • Experience with Grafana, Kibana, Docker, AWS, Azure, JSON, XML, HTML/CSS, or Zendesk.
  • Knowledge of GDPR and secure communication principles.

Culture & Benefits

  • Work at an AI, cloud, and digital software company serving more than 25,000 businesses.
  • Collaborate across Engineering, Product, and Customer Success teams.
  • Focus on solving complex technical problems and improving customer outcomes.
  • Equal opportunity employment environment.

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