Cognizant Technology Solutions Corporation

At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance though our various wellbeing programs. Based on this role’s business requirements, this is an onsite position requiring 5 days a week in a client or Cognizant office in Mountain View, CA.

About the role:

As a Technical Support Team Manager, you will make an impact by providing device preparation and support for our AR programs. The Technical Support Team Manager is a self-starter, and able to take ownership of process improvements. You will be a valued member of the Cognizant team and work collaboratively with stakeholders and other teams.

In this role, you will:

• Device Testing, Validation & Troubleshooting – Conducting rigorous device testing, running diagnostic scripts, performing hardware fault analysis, and actively participating in bug triage to ensure optimal prototype performance.
• User Support & Issue Resolution – Managing incoming technical inquiries across multiple platforms (chat, email, forums), troubleshooting AR hardware, escalating complex issues, and guiding users on filing bug reports effectively.
• Process & Documentation Management – Creating and maintaining SOPs, user support guides, training materials, and workflow documentation to optimize efficiency in device operations and support.
• Cross-functional Coordination & Vendor Management – Leading workflow across vendors, managing task assignments, facilitating training sessions (TTT), and ensuring seamless communication between internal teams and external stakeholders.
• Software & Hardware Management – Running shell scripts to update/validate device software, monitoring distributed capture systems, executing remote commands on physically connected devices, and ensuring software integrity across all prototypes.
• Data-Driven Insights & Process Optimization – Gathering user feedback, confirming trends through analysis, producing reports with key insights, and providing recommendations to optimize resource allocation and project timelines.
• Operational Leadership & Continuous Improvement – Owning training ramp-ups for new team members, coordinating cross-functional support, managing end-to-end workflows, and leading the creation of dashboards for ongoing process improvements.

What you need to have to be considered:

• Experience & Technical Expertise – 5+ years in a similar role, plus at least 1 year of experience with Android. Strong hands-on knowledge of Linux, command-line tools, JSON editing, and VSCode for remote debugging. Python proficiency is preferred.
• Hardware & IoT Troubleshooting – Skilled in diagnosing and fixing IoT devices, working with bootloaders, Wi-Fi, Bluetooth, and serial interfaces. Responsible for PCB rework, SMT soldering, and coordinating rework priorities.
• Problem-Solving & Support – Provides responsive technical support to HW/SW development teams, translating complex business requirements into clear, non-technical terms for stakeholders of varying expertise levels.
• Process Optimization & Communication – Strong written and verbal communication skills, ability to document processes, manage workflows, and create training materials. Works independently with minimal supervision while ensuring timely deliverables.
• Adaptability & Industry Knowledge – Experience in tech environments, passion for AR/VR, and ability to navigate evolving technologies with a proactive mindset. Comfortable working in fast-paced, cross-functional teams with a high degree of autonomy.

Preferred:

• Bachelor’s degree.

We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.

The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.

Salary and Other Compensation:

The annual salary for this position is between $70k to $86k, depending on experience and other qualifications of the successful candidate. This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

Disclaimer: The annual salary rate, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Cognizant will only consider applicants for this position who are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.

The Cognizant community:

We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

• Cognizant is a global community with more than 300,000 associates around the world.
• We don’t just dream of a better way – we make it happen.
• We take care of our people, clients, company, communities and climate by doing what’s right.
• We foster an innovative environment where you can build the career path that’s right for you.

About us:

Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.

Disclaimer:

Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.