About the job
Founding Support Engineer (Customer Experience Engineering)
Location: Hybrid - Bengaluru
Team: Customer Experience
Join Kognitos, where we are revolutionizing enterprise software interactions through the simplicity of natural language and the innovative capabilities of Generative AI. Our cutting-edge automation platform is not just changing workflows; it’s enhancing the way our customers achieve their goals.
We are in search of a dynamic Founding Support Engineer who embodies more than just problem-solving skills. We need a customer champion, a technical expert, and a collaborative product partner. As a pivotal member of our team, you will represent Kognitos to our clients—resolving technical challenges, discerning usage patterns, developing scalable solutions, and influencing the future of customer support within an AI-driven landscape.
Your Responsibilities Will Include:
Be the First Line of Impact: Diagnose and rectify intricate technical issues concerning automation scripts, Generative AI prompts, integration points, and overall performance.
Assist customers in crafting and troubleshooting automation scripts using either natural language, code, or a synergistic approach.
Cultivate Lasting Customer Relationships:
Engage with clients via email, video calls, and ticketing systems. Deliver timely updates, empathetic support, and effective solutions.
Serve as a proactive technical advisor for key customers—reviewing automation code and streamlining their workflows.
Enhance Product Experience:
Collaborate with Engineering to escalate bugs, enhance product usability, and minimize recurring support challenges.
Drive performance metrics such as case deflection rates, resolution times, and customer satisfaction by refining serviceability and documentation.
Innovate Support Processes:
Develop self-service resources and training materials that empower Generative AI-driven support solutions.
Mitigate inbound inquiries through intelligent tooling, comprehensive knowledge bases, and proactive monitoring.
Be a Founding Voice in Support:
Help shape the definition of exemplary technical support at Kognitos.
Mentor colleagues, share best practices, and elevate the standards for customer support excellence.

