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About the Role
Cogent is hiring its first Technical Support Engineer to manage customer issues from beginning to end and establish the company's support function as its enterprise customer base expands. You will diagnose issues, collaborate with engineering on fixes, and communicate with customers.
Responsibilities
- Own technical escalations end to end, from triage and reproduction through resolution, across integrations, agent behavior, data pipelines, and the platform UI
- Debug inside Fortune 500 production environments using logs, APIs, and agent traces across scanners, cloud providers, ticketing systems, and identity tools
- Act as the customer's advocate inside engineering by writing clear bug reports, driving fixes, and shipping small fixes, scripts, and internal tooling
- Partner with the Head of Customer Success and Solutions Engineering to integrate and launch new customers
- Lead communication with CISOs, security engineers, and IT leaders during high-stakes incidents
- Utilize AI to scale support by automating triage, drafting responses, and building self-serve answers
- Translate ticket patterns into product direction by providing feedback to product and engineering teams on recurring issues
Requirements
- 5+ years in technical support or a similar customer-facing technical role at a B2B SaaS company with a technical product, ideally selling to enterprises
- Experience rolling out and scaling support processes, including SLAs, escalation paths, tooling, and metrics
- Hands-on experience applying AI to support work, such as AI-assisted triage, response drafting, or self-serve deflection
- Strong troubleshooting skills: comfortable reading logs, working with REST APIs and webhooks, and tracing problems across systems
- Scripting ability in Python and working knowledge of SQL
- Fluency with support metrics (first response time, resolution time, CSAT) and experience improving them
- Clear, calm written and verbal communication with both technical and executive audiences
- Comfort building process where none exists yet
- Cybersecurity experience, especially with vulnerability management tools like Tenable, Qualys, Rapid7, Wiz, or CrowdStrike
- Experience managing or mentoring a support team
- Working knowledge of a major cloud platform (AWS, GCP, or Azure) and identity concepts like SSO/SAML and OAuth
- Familiarity with IT service management tools like Jira and ServiceNow
- Experience supporting AI, machine learning, or agent-based products
- Experience as the first support hire at an early-stage startup
Skills
- Python
- SQL
- REST APIs
- Webhooks
- Troubleshooting
- Customer Support
- Technical Support
- B2B SaaS
- AI
- Vulnerability Management Tools
- Cloud Platforms (AWS, GCP, Azure)
- Identity Concepts (SSO/SAML, OAuth)
- IT Service Management Tools (Jira, ServiceNow)
- Machine Learning
- Agent-based Products
Experience Level
- 5+ years
About the Company
- Cogent is an Applied AI Lab building the next generation of AI agents for cybersecurity.
- AI has fundamentally changed how attacks happen, allowing malicious actors to operate at unprecedented speed and scale.
- Cogent's "AI Taskforce" assesses petabytes of enterprise data to remediate these issues before critical breaches occur.
- Cogent partners with Fortune 500 companies to secure some of the most complex production environments.
- Cogent is backed by Greylock & Bain Capital Ventures.
- Cogent's team includes individuals from top universities, unicorn high-growth companies, world-class cybersecurity experts, and preeminent research labs.
Equal Opportunity
- Cogent is an equal opportunity employer. We welcome applicants of all backgrounds and evaluate candidates without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.