AI Support Engineer

About this role

Cognition seeks an AI Support Engineer to diagnose and resolve complex technical issues for customers using Devin and Windsurf, the company's AI software engineer and IDE products. You'll investigate environment-specific bugs across cloud infrastructure, CI/CD, containers, and developer tooling, working closely with engineering to drive root-cause analysis and product improvements.

What you'll do

• Investigate and reproduce complex customer issues across diverse development environments, cloud platforms, CI/CD systems, and enterprise deployments
• Perform root-cause analysis by analyzing logs, tracing code paths, and isolating failures with rigor and speed
• Manage high volume of incoming technical issues while maintaining investigation quality and clear customer communication
• Escalate issues to engineering with complete technical context, reproduction steps, and root-cause hypotheses
• Create internal playbooks, automations, and documentation to streamline future investigations
• Share feedback on recurring failure modes with product and engineering teams to drive improvements

What they're looking for

• Linux, Docker, Git, and CI/CD pipeline knowledge
• Cloud platform experience (AWS, GCP, Azure)
• Log analysis and distributed systems debugging
• Multi-language code reading (Python, TypeScript, Java, Go, etc.)
• Technical writing and customer communication
• Rapid context-switching and issue prioritization
• API and networking fundamentals
• Scripting and internal tool development