Job details

Technical Support Specialist (US)

Get a free resume review

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.

Our skilled #CognigyCrew are the people behind our cutting-edge technology and we are now looking for more talented people to join our global team.

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 - US

Location - Dallas, Texas ( Hybrid - 2 Days Home Office )

Potential Compensation - $60 000 to $84 000

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.

Your responsibilities will include

Be the First Line of Support – Act as the initial point of contact for customer issues, providing timely and effective assistance.
Efficiently Escalate Issues – Properly identify and escalate complex requests to the next level of support when necessary.
Streamline Issue Resolution – Track, document, and route issues to the appropriate teams for fast and accurate resolution.
Deliver Exceptional Customer Support – Guide customers through troubleshooting with professionalism and empathy, exceeding expectations at every step.
Ensure Accurate Documentation – Maintain thorough records of customer interactions, issue resolutions, and follow-ups for continuous improvement.
Collaborate with Developers – Work closely with the engineering team to enhance product functionality and resolve recurring technical issues.
Expand Product & Process Knowledge – Continuously learn and improve expertise in help desk procedures, products, and services.
Enhance Internal Tools – 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.

About you:

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

Life at Cognigy - What we offer you

We are an ambitious and international tech company with a great culture, and we make sure that everyone feels welcome. Our excellent benefits make us a fantastic place to work - these include

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.

Cognigy Glassdoor Company Review

4.3

Cognigy DE&I Review

4.5

CEO of Cognigy

Unknown name

Approve of CEO

Average salary estimate

$72000 / YEARLY (est.)

min

max

$60000K

$84000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Technical Support Specialist (US), Cognigy

At Cognigy, we're on a mission to revolutionize the customer service industry with our cutting-edge AI Agent platform, Cognigy.AI. We're excited to welcome a Technical Support Specialist to our dynamic team! In this role, you’ll be the first point of contact for our valued customers, helping them navigate their technical challenges with grace and efficiency. You’ll be diagnosing issues, implementing effective solutions, and even providing training to enhance their understanding of our exceptional products and services. Collaborating closely with our engineering team, you’ll have the chance to improve our offerings while ensuring that all customer interactions are documented meticulously for ongoing improvement. With a strong focus on customer satisfaction, you'll deliver support that exceeds expectations. If you have at least 3 years in a similar tech support role, a solid grasp of computer systems, and a passion for helping others, we want to hear from you! At Cognigy, we believe that growth is crucial for both the company and our employees. This position comes with unique opportunities for career development, including access to comprehensive training programs and involvement in impactful projects. You'll thrive within our supportive #CognigyCrew, where values like teamwork and trust guide our day-to-day interactions. Join us and become a pivotal player in delivering exceptional service with a human touch!

Frequently Asked Questions (FAQs) for Technical Support Specialist (US) Role at Cognigy

What are the key responsibilities of a Technical Support Specialist at Cognigy?

As a Technical Support Specialist at Cognigy, you'll be responsible for providing timely and effective assistance to customers, troubleshooting technical issues, and guiding customers through solutions. You'll also manage documentation of customer interactions and work closely with development teams to report issues and improve product functionality.