Escalation and Incident Engineer
HybridDüsseldorf, North Rhine-Westphalia, Germany
Düsseldorf, North Rhine-Westphalia, GermanyHybridFull TimeCloud ServicesLarge
Full TimeLargeCloud Services
Job Summary
Diagnose and troubleshoot technical issues as the first point of contact for incidents, then document procedures and resolutions. Collaborate with engineering teams to resolve complex escalations while participating in on-call rotations. This role supports Cognigy's AI Agent platform, which empowers enterprises with instant, hyper-personalized multilingual service across all contact channels.
Required Qualifications
- Experience in technical support
- Knowledge of Windows/Linux
- Familiarity with support tools
- Strong communication and problem-solving
- Act as first point of contact for issues
- Diagnose and troubleshoot technical issues
- Document procedures and resolutions
- Collaborate with engineering to resolve issues
- Participate in on-call rotations
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