Kognitos is at the forefront of revolutionizing the trillion-dollar hyper-automation market. Our mission is to redefine how software is built and maintained by leveraging cutting-edge multi-agent automation platforms. We are pioneering advancements in agentic workflows, enabling machines to reason, plan, and execute tasks in a deterministic fashion.
Our approach elevates debugging to English, bypassing traditional programming languages that struggle to adapt to runtime surprises. Kognitos is building "HAL"—but the friendly, helpful kind—to create systems that align AI safety with business value, solving challenges in efficient fine-tuning, multimodal reasoning, and real-world adaptability.
Our team includes top engineers from Google, Microsoft, Meta, Amazon, Pure Storage, and leading tech startups. Many of our engineers have studied at IIT, Georgia Tech, Carnegie Mellon, Stanford, UC Berkeley, University of Washington, UIUC, Caltech, and the University of Michigan.
With offices in San Jose, CA, and Bangalore, India, we’re building a global center of excellence in AI automation. This role is hybrid, with an expectation to collaborate in person at our San Jose office three days a week.
At Kognitos, you won’t just build software—you’ll help shape the future of AI-driven automation.
A Kognitos Support Engineer is primarily responsible for providing technical support to Kognitos customers by troubleshooting and resolving technical issues related to their data protection solutions, collaborating with engineering teams to identify root causes, and creating self-service knowledge base articles to enhance customer experience, all while maintaining a high level of customer satisfaction
Key responsibilities may include:
Troubleshooting and Issue Resolution:Diagnosing and resolving technical issues reported by customers, including creating/troubleshooting automation scripts, performance, and GenAI prompt related problems.
Customer Interaction:
Engaging with customers via phone, email, and ticketing systems to understand their issues, provide timely updates, and guide them through troubleshooting steps. Maintain the expected CSAT/NPS/TTR/TTFR.
Engage with select enterprise customers proactively and be part of their automation team by helping them review their automation code.
Technical Expertise:
Possessing in-depth knowledge of Kognitos products, features, architecture, and underlying technologies like automation, GenAI, AWS, Azure , networking, and basics of how integration with various 3rd party tools like Oracle/SFDC/SAP/RestAPIs work. Understanding of various troubleshooting tools like Datadog/Jam.Dev/InterCom is a plus
Collaboration with Engineering:Working closely with Kognitos engineering teams to report bugs, provide feedback on product improvements, and contribute to solution development. Responsible for KPIs on reducing the incoming cases per customer by improving the serviceabllity of the product.
Collaboration with Post Sales TeamWorking closely with Kognitos Post Sales team to review the process code and suggest improvements
Knowledge Base Development:Creating and maintaining comprehensive documentation in the knowledge base to enable self-service troubleshooting via GenAI by customers. Responsible for KPIs on reducing the incoming cases per customer and improving the deflection rate
Proactive Monitoring:Monitoring customer environments for potential issues and taking preventative measures to minimize disruptions. Proactively identify the run failures and resolve the failures.
Mentorship and Training:Providing guidance and support to other support engineers within the team.
Required Skills and Qualifications:
Strong understanding of AutomationExperience with GenAI concepts, such as Prompt Engineering, reducing HalluncinationsExcellent problem-solving and analytical skills to diagnose complex technical issuesExceptional communication and customer service skills to effectively interact with customersAbility to work independently and as part of a teamFamiliarity with scripting languages (e.g., Python, Bash)
What we expect from you (must have)-
5+ years of technical experience (Development; QA; Technical Support)- B.S. in Computer Science/or equivalent degree
Work Hours:- Kognitos provides 24x7 support; You work based on fixed work shift and may be required to work either Monday to Friday depending on the organization and your needs. Weekend shift needed once every month- Stand by on weekend or holiday as per customers demand although it may not be frequent.
Final note
You do not need to match all of the listed expectations to apply for this position. We are committed to building a team with a variety of backgrounds, experiences, and skills.
Equal opportunities provider
Kognitos is committed to fostering a diverse work environment and proud to be an equal opportunity employer. As we highly value diversity in our current and future employees, we do not discriminate (including in our hiring and promotion practices) on the basis of race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, disability status or any other characteristic protected by law.
