← All roles

IT Support Engineer

Cognition· General & Administrative
Apply on company site
San FranciscoFull-timePosted 1mo ago

About the role

We’re an applied AI lab building end-to-end software agents and are seeking an IT Support Engineer to own frontline employee support in our San Francisco office and raise the quality of service across Cognition’s global IT operations.

Responsibilities

  • Serve as a primary IT partner for employees across walk-ups, chat, tickets, and other support channels, owning issues through resolution while delivering a consistent and thoughtful experience.
  • Ask effective clarifying questions, reproduce issues, test assumptions, and troubleshoot from first principles rather than relying on scripted fixes alone.
  • Balance a high-volume queue with walk-ups and high-touch support, prioritizing work by urgency, impact, and service commitments.
  • Communicate with clarity and empathy, setting expectations and providing useful updates even when resolution requires another team or vendor.
  • Maintain strong issue hygiene across categorization, ownership, documentation, follow-up, SLA performance, escalation, and closure quality.
  • Create evidence-rich escalations with reproducible steps, actions taken, relevant logs, expected behavior, and business impact.
  • Use support data and employee feedback to identify recurring issues, service gaps, and opportunities to improve response quality and visibility.
  • Support reliable employee lifecycle and workplace operations across endpoints, identity, SaaS, conferencing, hardware, and software assets in partnership with global system owners.
  • Turn recurring issues into clear runbooks, knowledge-base content, self-service guidance, reusable troubleshooting patterns, and structured context that helps Console.ai and Devin deliver better support.
  • Configure and continuously improve Console.ai using real support patterns, including knowledge, skills, intake questions, response quality, and escalation paths.
  • Translate recurring employee friction into clear requirements and work closely with global IT engineers and IT leadership through solution design, testing, rollout, and measurement of service desk KPIs and outcomes.
  • Improve repeated workflows through service configuration, reporting, and automation, building directly where appropriate and partnering with engineers when deeper technical implementation is required.

Qualifications

  • A track record of remaining hands-on in frontline enterprise support while raising standards for issue quality, troubleshooting, and employee experience.
  • Demonstrated experience operating in high-volume support environments that combine queue-based service with walk-ups and workplace technology support.
  • A developed point of view on support quality, prioritization, escalation, and where documentation, self-service, or automation will improve the employee experience.
  • Strong troubleshooting experience across macOS and Windows endpoints, mobile devices, identity and access, SaaS applications, conferencing, and network connectivity.
  • Experience working within an ITSM queue and maintaining high standards for ticket ownership, categorization, SLA performance, documentation, escalation, and follow-through.
  • A track record of resolving ambiguous or complex issues by asking good questions, gathering evidence, isolating variables, and communicating a clear path forward.
  • Experience supporting identity and workplace platforms such as Okta, Google Workspace, Microsoft 365, Slack, Zoom, VPN, and MDM-managed devices.
  • Evidence of improving support through better documentation, service data, quality testing, workflow automation, or process design.
  • Strong written and verbal communication with the judgment to adapt to employees, executives, technical partners, and vendors.
  • Ability to work onsite five days a week in San Francisco.

Skills

Required:Frontline enterprise IT supportmacOS and Windows troubleshootingIdentity and access management
Last updated Oct 21, 2026. Interested? Apply on the company site.
Cognition logo

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.

AIai-plg-top-20collaborative AIliquid-ai-recruiting-targetmachine learningsoftware engineering
Company profileWebsite

More open roles at Cognition