What are the responsibilities and job description for the Product Technical Support position at Cognizant?
About The Role
As a Product Technical Support Senior Associate, you will make an impact by delivering advanced technical support for Cognizant TriZetto healthcare products, resolving complex and high-severity issues that directly affect our clients’ operations. You will be a valued member of the TriZetto Product Support team, working collaboratively with clients, internal engineering teams, vendors, and stakeholders to ensure reliable, efficient, and high-quality product support.
In This Role, You Will
Serve as a subject matter expert for the TriZetto product technology stack, including application architecture, data flows, and integrations.
Research, troubleshoot, and resolve complex and critical incidents using internal tools and client environments.
Collaborate with development teams and vendors to analyze root causes and deliver effective resolutions.
Manage a workload of high‑complexity support cases while meeting service-level expectations.
Create, curate, and publish knowledge content—including articles and how-to resources—for AI-powered and self-service support platforms.
Participate in customer community forums and provide multichannel support via phone, virtual meetings, and collaboration tools.
Coach and mentor team members on problem-solving techniques, defect identification, and documentation best practices.
Facilitate discussions with diverse stakeholder groups, influencing outcomes and achieving consensus.
Communicate technical concepts clearly in senior-level client and leadership discussions.
Participate in on-call rotations to support out-of-hours escalations as required.
Work model
We believe hybrid work is the way forward as we strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a hybrid position requiring 3 days a week in a Cognizant office in Mesa, Arizona. Regardless of your working arrangement, we are here to support a healthy work-life balance through our various wellbeing programs.
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.
What you need to have to be considered
Bachelor’s degree in computer science, Information Technology, or a related field.
Minimum 10 years of relevant experience in product or technical support.
Strong experience troubleshooting PL/SQL and performing SQL performance tuning (Oracle and SQL Server).
Hands-on experience with SSIS, ETL processes, data warehouses, and NoSQL database query tuning.
Working knowledge of TriZetto healthcare platforms, particularly Facets and QNXT.
Experience supporting application, database, and operating system infrastructure.
Knowledge of healthcare data standards and regulations, including HIPAA, X12, and EDI transactions.
Practical experience troubleshooting application code and database-related issues.
Working knowledge of RESTful services and tools such as Postman.
Strong analytical, problem-solving, and collaboration skills.
Excellent written and verbal communication skills.
These will help you stand out
Experience working in the healthcare domain with incident tracking or service management systems.
Exposure to modern technology stacks such as Microsoft Azure, .NET, and Angular.
Familiarity with microservices or container-based architectures, including Service Fabric, Docker, or Kubernetes.
Experience contributing to self-service support platforms or customer knowledge ecosystems.
Salary And Other Compensation
Applicants will be accepted till 04/30/2026
Cognizant will only consider applicants for this position who are legally authorized to work in the United States without company sponsorship.
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:
As a Product Technical Support Senior Associate, you will make an impact by delivering advanced technical support for Cognizant TriZetto healthcare products, resolving complex and high-severity issues that directly affect our clients’ operations. You will be a valued member of the TriZetto Product Support team, working collaboratively with clients, internal engineering teams, vendors, and stakeholders to ensure reliable, efficient, and high-quality product support.
In This Role, You Will
Serve as a subject matter expert for the TriZetto product technology stack, including application architecture, data flows, and integrations.
Research, troubleshoot, and resolve complex and critical incidents using internal tools and client environments.
Collaborate with development teams and vendors to analyze root causes and deliver effective resolutions.
Manage a workload of high‑complexity support cases while meeting service-level expectations.
Create, curate, and publish knowledge content—including articles and how-to resources—for AI-powered and self-service support platforms.
Participate in customer community forums and provide multichannel support via phone, virtual meetings, and collaboration tools.
Coach and mentor team members on problem-solving techniques, defect identification, and documentation best practices.
Facilitate discussions with diverse stakeholder groups, influencing outcomes and achieving consensus.
Communicate technical concepts clearly in senior-level client and leadership discussions.
Participate in on-call rotations to support out-of-hours escalations as required.
Work model
We believe hybrid work is the way forward as we strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a hybrid position requiring 3 days a week in a Cognizant office in Mesa, Arizona. Regardless of your working arrangement, we are here to support a healthy work-life balance through our various wellbeing programs.
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.
What you need to have to be considered
Bachelor’s degree in computer science, Information Technology, or a related field.
Minimum 10 years of relevant experience in product or technical support.
Strong experience troubleshooting PL/SQL and performing SQL performance tuning (Oracle and SQL Server).
Hands-on experience with SSIS, ETL processes, data warehouses, and NoSQL database query tuning.
Working knowledge of TriZetto healthcare platforms, particularly Facets and QNXT.
Experience supporting application, database, and operating system infrastructure.
Knowledge of healthcare data standards and regulations, including HIPAA, X12, and EDI transactions.
Practical experience troubleshooting application code and database-related issues.
Working knowledge of RESTful services and tools such as Postman.
Strong analytical, problem-solving, and collaboration skills.
Excellent written and verbal communication skills.
These will help you stand out
Experience working in the healthcare domain with incident tracking or service management systems.
Exposure to modern technology stacks such as Microsoft Azure, .NET, and Angular.
Familiarity with microservices or container-based architectures, including Service Fabric, Docker, or Kubernetes.
Experience contributing to self-service support platforms or customer knowledge ecosystems.
Salary And Other Compensation
Applicants will be accepted till 04/30/2026
Cognizant will only consider applicants for this position who are legally authorized to work in the United States without company sponsorship.
- Please note, this role is not able to offer visa transfer or sponsorship now or in the future*
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
Salary : $90,000 - $105,000