IT Support Engineer
CognitionVisit Cognition website
Cognition is an applied AI company that operates Devin, an autonomous software-engineering agent.
San Francisco, United States
Funding history
About Cognition
Cognition builds AI agents and models for software engineering. Its flagship product, Devin, can plan, write, test, and ship code in a customer’s existing codebase and tools.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will provide frontline IT support through walk-ups, chat, tickets, and other channels. You will diagnose and resolve issues, manage service quality and escalations, support endpoints and workplace systems, document recurring problems, improve self-service and automation, and use support data to strengthen service outcomes.
Requirements
- Experience providing frontline enterprise support
- Experience in high-volume support environments with queue-based service and walk-ups
- Troubleshooting experience across macOS, Windows, mobile devices, identity and access, SaaS applications, conferencing, and network connectivity
- Experience working within an ITSM queue
- Experience supporting Okta, Google Workspace, Microsoft 365, Slack, Zoom, VPN, and MDM-managed devices
- Ability to work onsite five days a week in San Francisco
Responsibilities
- Provide frontline IT support through walk-ups, chat, tickets, and other channels
- Diagnose, reproduce, test, troubleshoot, and resolve employee issues
- Prioritize high-volume support work by urgency, impact, and service commitments
- Maintain ticket categorization, ownership, documentation, SLA performance, escalation, and closure quality
- Create evidence-rich escalations with reproducible steps, logs, and business impact
- Identify recurring support issues and service gaps using support data and employee feedback
- Support endpoints, identity, SaaS, conferencing, and hardware and software assets
- Create runbooks, knowledge-base content, self-service guidance, and troubleshooting patterns
- Configure and improve AI-enabled ITSM workflows
- Improve workflows through service configuration, reporting, and automation