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About the Role
We are an applied AI lab building end-to-end software agents, including Devin, the first AI software engineer. We are seeking an IT Support Engineer to manage frontline employee support in our San Francisco office and enhance global IT operations. This role is for individuals who view support as a technical and service discipline, capable of managing volume with care, remaining calm under pressure, and transforming incomplete reports into clear diagnoses and durable resolutions. While engineering depth may vary, candidates should see frontline support as a craft, build expertise in adjacent areas, and collaborate with global IT engineers to create scalable solutions.
Responsibilities
- Deliver support employees trust by serving as a primary IT partner across walk-ups, chat, tickets, and other channels, owning issues through resolution with a consistent and thoughtful experience.
- Ask effective clarifying questions, reproduce issues, test assumptions, and troubleshoot from first principles.
- 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.
- Operate a disciplined support service by maintaining 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.
- Improve and scale how support works by turning recurring issues into clear runbooks, knowledge-base content, self-service guidance, reusable troubleshooting patterns, and structured context.
- Configure and continuously improve Console.ai using real support patterns.
- 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.
Requirements
- 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
- Troubleshooting
- ITSM
- Documentation
- Service Data Analysis
- Workflow Automation
- Process Design
- Written Communication
- Verbal Communication
- Okta
- Google Workspace
- Microsoft 365
- Slack
- Zoom
- VPN
- MDM
Location
- San Francisco
Work Type
- Onsite
- Full-time
Experience Level
- Individual contributor
About the Company
- We are an applied AI lab building end-to-end software agents.
- We're the makers of Devin, the first AI software engineer.
- Our team is extremely talent-dense. Among our founding team, we have world-class competitive programmers, former founders, and leaders from companies at the cutting edge of AI including Scale AI, Palantir, Cursor, Waymo, Tesla, Lunchclub, Modal, Google DeepMind, and Nuro.
- Building Devin is just the first step—our hardest challenges still lie ahead.
- If you’re excited to solve some of the world’s biggest problems and build AI that can reason on real-world tasks, apply to join us.
Equal Opportunity
- Cognition is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic under applicable law. We are committed to providing reasonable accommodations for candidates with disabilities throughout the hiring process - please let us know if you need any.