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AI Support Engineer

Cognition· Customer Engineering
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San Francisco, New York CityFull-timePosted 11mo ago

About the role

AI Support Engineer focused on resolving complex technical issues for customers using Devin and Windsurf in real-world development environments. Requires strong debugging, broad systems knowledge, and clear collaboration with engineering to investigate, diagnose, and resolve issues at scale in AI-assisted software development.

Responsibilities

  • Investigate, reproduce, and diagnose complex customer issues across diverse development environments, including cloud infrastructure, CI/CD systems, APIs, containers, version control, IDEs, and enterprise deployment setups.
  • Perform root-cause analysis by reading logs, tracing code paths, correlating system behavior, forming hypotheses, and isolating failures.
  • Resolve a high volume of incoming technical issues while maintaining strong investigation quality and clear customer communication.
  • Escalate product or infrastructure issues to engineering with complete technical context, including reproduction steps, logs, environment details, and root-cause hypotheses.
  • Educate customers on best practices, workarounds, deployment patterns, and product capabilities to improve adoption and reduce recurring issues.
  • Build internal playbooks, tooling, automations, and documentation that make future investigations faster and more systematic.
  • Identify recurring failure modes and share actionable feedback with product, engineering, and deployment teams.
  • Support release testing and quality efforts across the range of environments, languages, IDEs, and workflows our customers use.

Qualifications

  • 4+ years of experience in a technical role such as software engineering, infrastructure engineering, solutions engineering, technical support engineering, or developer tooling.
  • Bachelor’s degree or higher in Computer Science, Software Engineering, or a related technical field, or equivalent practical experience.
  • Working knowledge of Linux, Docker, Git, CI/CD pipelines, cloud platforms such as AWS/GCP/Azure, and networking fundamentals.
  • Demonstrated ability to reproduce, isolate, and debug technical issues from incomplete or ambiguous reports.
  • Experience analyzing logs, traces, errors, and system behavior across distributed or multi-component systems.
  • Strong ability to read and reason about code in multiple languages, such as Python, TypeScript, Java, Go, or similar.
  • Strong written communication skills, especially when explaining technical findings to customers and internal engineering teams.
  • Ability to operate with urgency in a fast-paced environment while managing a steady stream of incoming issues.
  • Passion for AI, developer tools, and the future of software engineering.

Skills

Required:Issue investigation and debuggingRoot-cause analysisCommunication
Last updated Oct 21, 2026. Interested? Apply on the company site.
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About Cognition

cognition is an applied AI lab

An applied AI lab building the future of software engineering. We’re the makers of Devin, a collaborative AI teammate that helps ambitious engineering teams achieve more.

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