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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Specialist (Cognigy Platform) - **Company:** NICE Ltd. - **Location:** United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Application Programming Interfaces (APIs), Artificial Intelligence, Amazon Web Services, Software Applications, Microsoft Azure, Software as a Service, Cloud Computing, Databases, Software Debugging, Linux, Programming Tools, Monitoring of Systems, JSON, OAuth, Software Architecture, Role-Based Access Control, JSON Web Token, Single Sign-On, Systems Integration, Wireshark, Web Applications, Extensible Markup Language (XML), Cloud Platform System, Chatbots, Postman, Large Language Models, Grafana, Generative AI, Containerization, Kibana, Restful APIs, Zendesk, Webhooks, Docker - **Published:** September 4, 2026 - **Apply:** https://startup.jobs/senior-technical-support-engineer-nice-7529750 ## About the Role * 5+ 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. Preferred Qualifications Experience with one or more of the following: * 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 ## Description 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. How will you make an impact? * 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., We're looking for someone who is naturally curious, enjoys solving complex technical problems, and thrives at the intersection of customer support and modern AI technology. You'll be successful if you're comfortable troubleshooting APIs, integrations, cloud environments, and AI-powered applications while collaborating across Engineering, Product, and Customer Success teams to deliver outstanding customer experiences. ## Related Videos - [Tips and Tricks for Working with JSON](https://www.wearedevelopers.com/videos/1229-tips-and-tricks-for-working-with-json) - [Docker network without Docker](https://www.wearedevelopers.com/videos/1418-docker-network-without-docker) - [Keeping applications secure by evolving OAuth 2.0 and OpenID Connect](https://www.wearedevelopers.com/videos/100152-keeping-applications-secure-by-evolving-oauth-2-0-and-openid-connect) - [Coffee with Developers - Maria Apazoglou](https://www.wearedevelopers.com/videos/1209-coffee-with-developers-maria-apazoglou) - [Introducing JSON Structure](https://www.wearedevelopers.com/videos/100219-introducing-json-structure) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) ## Related Articles - [Dev Digest 121 - AI goes offline](https://www.wearedevelopers.com/magazine/456-dev-digest-121-ai-goes-offline) - [Everything a Developer Needs to Know About MCP with Neo4j](https://www.wearedevelopers.com/magazine/604-everything-a-developer-needs-to-know-about-mcp-with-neo4j) - [Dev Digest 138 - Are you secure about this?](https://www.wearedevelopers.com/magazine/486-dev-digest-138-are-you-secure-about-this) - [Dev Digest 120 - Apple and peers](https://www.wearedevelopers.com/magazine/455-dev-digest-120-apple-and-peers) - [What Are Large Language Models?](https://www.wearedevelopers.com/magazine/304-what-are-large-language-models) - [The Prompt Engineer ✍️](https://www.wearedevelopers.com/magazine/216-the-prompt-engineer)