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Cognition

IT Support Engineer

San FranciscofulltimemidAdded today

About this role

Join Cognition's AI lab as an IT Support Engineer delivering frontline technical support to employees in our San Francisco office. You'll own employee issues end-to-end across multiple channels, drive support quality through disciplined processes, and partner with global IT teams to turn recurring problems into scalable solutions.

What you'll do

  • Provide primary IT support through walk-ups, chat, tickets, and other channels, troubleshooting from first principles and owning issues to resolution
  • Maintain disciplined support operations including ticket categorization, documentation, SLA tracking, escalations, and closure quality
  • Troubleshoot and resolve issues across macOS/Windows endpoints, mobile devices, identity systems, SaaS apps, conferencing, and network connectivity
  • Create evidence-rich escalations with reproducible steps, logs, and business impact assessment for handoffs to specialized teams
  • Develop runbooks, knowledge-base content, and self-service guidance to reduce recurring issues and improve support efficiency
  • Collaborate with global IT engineers to translate employee friction into requirements and measure success through KPIs

What they're looking for

  • macOS and Windows endpoint troubleshooting
  • Identity and access management (IAM)
  • SaaS application support and configuration
  • ITSM ticketing systems and queue management
  • Network connectivity and Wi-Fi troubleshooting
  • Technical documentation and knowledge base creation
  • Problem diagnosis and root cause analysis
  • Clear communication and customer service under pressure
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Cognition

Cognition builds AI software engineers and developer tools, including Devin (an AI software engineer) and Windsurf (an AI-native IDE) that help developers automate tasks and write code more efficiently. The company is hiring Deployed Engineers to work directly with customers on adoption and integration, SREs to manage production reliability and infrastructure, federal engineers for government deployments, and IT specialists to support internal operations.

View all jobs at Cognition

Likely interview questions

  • Walk us through a complex support issue you diagnosed by asking clarifying questions and testing assumptions—what made your approach effective?
  • How do you prioritize and manage a high-volume ticket queue while handling walk-up support requests and maintaining SLA commitments?
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