Application Support Engineer

Job Type

Full-time

Description

Location: Atlanta, GA (Midtown) - Hybrid (3 Days In-Office)

Level:
Individual Contributor
Travel: 15-25% National/International Travel

Who We Are

Cognosos leads the market in delivering real-time asset location and tracking intelligence solutions. Our lightweight, flexible, and scalable platform deploys quickly indoors and outdoors, delivering an unparalleled combination of price and performance across various industries, including automotive, logistics, and healthcare. Join our dynamic team as we accelerate our momentum in our current markets and prepare to launch into our next ones.

We were recently named as one of Atlanta's Top Places to Work by the Atlanta Business Journal . Learn more about Cognosos's mission to equip enterprises with instant asset intelligence that unlocks operational potential and optimizes performance at  .

The Mission

As an Application Support Engineer, you are the primary investigator for our Real-Time Location Services (RTLS). You own the technical integrity of our service at our most critical customer sites-hospitals, automotive plants, and vehicle auctions. You aren't just a "fixer"; you are a systems expert who uses data to piece together the story of how our software, hardware, and the customer's environment interact.

Responsibilities

• Incident Orchestration & Data Forensics: Serve as the hybrid L1 & L2 incident responder and investigator for monitoring alerts and customer incidents. You will stitch together logs and telemetry data from a combination of help desk, business intelligence, observability and custom tools to determine if an issue is a software bug, a hardware edge-case, or a customer network configuration
• Observability & Health Monitoring: Proactively monitor the health of a global network of on-site gateways and sensors using observability tools (like Grafana or Kibana), You will identify trends-such as localized packet loss or battery degradation-and resolve them before the customer is impacted.
• Field Orchestration & Support: You will scope and coordinate site visits, provide the remote technical support and develop specific diagnostic instructions that ensure on-site repairs are successful the first time.
• Collaboration & Root Cause Analysis: Work closely with our Software Engineering and Product teams to implement permanent fixes for recurring issues. You will be the "voice of the field" in development huddles.
• Maintenance & Documentation: You will manage firmware updates and software patches for on-site hardware. You'll also build the technical troubleshooting playbooks and user guides that allow our support operations to scale.

Required Qualifications

• Experience: 3+ years in L2/L3 support or application management roles in the SaaS or IoT industry.
• Academic Background: Undergraduate degree in a STEM-focused discipline (Engineering, Information Technology, Mathematics, Data Science, etc).
• Analytical Aptitude: Demonstrated ability to perform root-cause analysis on complex systems. You are a "Data Detective" who enjoys hunting for answers in raw logs or database tables.
• Technology Fluidity: Basic to intermediate proficiency in using SQL and Python to conduct data investigations. Whether it's a database, a proprietary dashboard, or a log-viewer, you learn software quickly and intuitively.
• Communication: Strong communicator with a demonstrated ability to hold your own in deep-dive technical discussions with software and hardware Engineers. At the same time, you also have the ability to explain a complex failure to a non-technical customer POC.
• Operational Discipline: You have proven ability to deliver outcomes in a fast-paced environment across simultaneous projects.

Nice-to-Have Skills / Experience

• Experience with IoT hardware or wireless systems (Wifi, LoRA, Bluetooth).
• Experience in Healthcare or Automotive environments.
• A background in Technical Project Coordination
• Networking Baseline: You understand the basics of how devices connect to the internet (IP addresses, Wi-Fi, Firewalls).

Benefits and Perks:

• Competitive salaries
• Unlimited vacation so you can rest and recharge
• Full benefits program (Health, Dental, Vision, 401(k) match, life and disability insurance)
• Parental Leave
• Paid parking at our Atlanta office
• Opportunity for equity participation
• Volunteer opportunities