Application Support Engineer

We’re a cognitive science company on a mission to optimize the measurement of brain health to advance the development of new medicines and to enable earlier clinical insights in healthcare.

That’s why we’re seeking an Application Support Engineer to play a pivotal role in ensuring the availability, reliability, and seamless operation of our technology platform. This role is ideal for a problem-solver who excels at diagnosing complex issues, proactively mitigating risks, and leveraging data-driven insights to drive continuous improvements. 

As an Application Support Engineer, you will be responsible for managing incidents, triaging bugs, conducting root cause analysis, and facilitating clear communication between end users and engineering teams. You will analyze telemetry data, respond to system alerts, and implement proactive measures to prevent potential disruptions. Your ability to remain composed under pressure and apply analytical rigor will be essential in maintaining the stability and performance of our technology products and platform. 

Key Responsibilities

Incident Management & Problem Ticketing: 

• Field incoming problem tickets from end users, diagnosing and triaging issues to determine if they stem from user errors, environmental glitches, software defects, or data inconsistencies. 
• Manage incidents by supporting root cause analysis and driving effective communications to both end users and technical teams. 
• Follow up post-resolution to ensure issues are fully resolved. 

Technical Troubleshooting & Resolution: 

• Apply diagnostic tools and analyze cloud metrics to identify issues related to infrastructure, scaling, or outages. 
• Leverage our data and analytical capabilities to mine telemetry log data, set up and respond to alerts, and proactively identify potential problems and solutions.

Application & Software Performance: 

• Maintain and enhance the performance of new and existing software applications across the organization. 
• Assist in service restoration and platform availability when incidents occur. 

Documentation, Knowledge Sharing & Audit Participation: 

• Create and maintain system/process documentation and FAQs on our knowledge base to streamline problem resolution. 
• Participate in customer audits by providing technical documentation and compliance evidence. 

Requirements

• 3-5+ years in application or production support, or similar technical roles. Experience in DevOps, SRE, or regulated/clinical trials environments is a plus. 
• Strong proficiency in SQL queries is required. 
• Prior scripting or programming experience, with familiarity in Git and versioning systems. 
• Must have strong problem solving, critical thinking, and communication skills. 
• Ability to translate complex technical problems into clear, actionable insights for both technical teams and end users. 

Skills, Knowledge and Specialist Expertise

• Experience with cloud-based query tools (e.g., AWS CloudWatch Logs Insights, Azure Monitor Logs). 
• Familiarity with log analysis and data visualization tools such as the ELK stack (Elasticsearch, Logstash, Kibana), Splunk’s SPL, or Grafana. 
• Experience reviewing and interpreting cloud metrics to troubleshoot issues related to infrastructure, scaling, and outages. 

What’s In It For You

• Remote Work Practices: Cogstate is a virtual first company. Cogstate employees can work from anywhere where Cogstate is registered to business within the United States, Australia, or the United Kingdom!
• Generous Paid Time-off: Cogstate employees receive 20 days of vacation leave, 10 days of personal leave and 10 paid public holidays.
• 401(k) Matching: As you invest in yourself and your future, Cogstate invests in you too: we match up to 3% of your yearly salary in Cogstate’s 401k program.
• Competitive Salary: We offer competitive base salaries plus additional earning opportunities based on the position.
• Health, Dental & Vision Coverage: We've invested in comprehensive health & dental insurance options with competitive company contributions to help when you need it most. We also offer free vision insurance for all full-time employees.
• Short-Term & Long Term Disability Life Insurance: 100% employer sponsored
• Pre-Tax Benefits: Healthcare and Dependent Care Flexible Spending Accounts
• Learning & Development Opportunities: Cogstate offers a robust learning program from mentorships to assistance with programs to improve knowledge or obtain certifications in applicable areas of interest.

Our Culture
We bring our whole selves to work every day. We’re courageous and we deliver together. We’re passionate individuals who enjoy working together. We’re brave enough and care enough to have the right conversations to get the best outcome and are famous for our can-do attitude. We see challenges as opportunities and move with pace to achieve our goals.

If you’re ready to help us in our journey to optimize the measurement of brain health around the world, please apply now!

Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on the company. If you need assistance in applying please email PeopleandCulture@cogstate.com.

Privacy Notice for Job Applicants

Cogstate is committed to protecting your personal data. We collect and process your information for recruitment purposes in compliance with applicable laws, including the  Australian Privacy Principles (APPs), the UK General Data Protection Regulation (UK GDPR), California Consumer Privacy Act (CCPA), Virginia Consumer Data Protection Act (VCDPA), Colorado Privacy Act (CPA), and similar laws in other jurisdictions.

For more information on how we collect, use, and protect your data, and your rights under these laws, you can find Cogstate's privacy policy by clicking here.