IT Support Engineer

Cognition
San Francisco
Workplace: OnsiteFull timeFunction: IT Support & HelpdeskSkills: ["Service mindset","Composure","Ownership","Curiosity","Clear communication"]

Own frontline IT support for employees in the San Francisco office and help raise the quality of Cognition’s global IT operations. Triage issues across chat, tickets, walk-ups, and endpoints; ask effective questions, reproduce problems, troubleshoot from first principles, and communicate clearly with empathy. Maintain ITSM hygiene, escalate with evidence-rich context, and turn recurring friction into runbooks, automation, and measurable service desk improvements.

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FursaFursa
Cognition
Cognition
1 day ago

IT Support Engineer

✓ Verified Job

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Source: Company careers pageValidated by: Fursa AI
Last checked: 19 hours agoStatus: Live

Job Summary

Own frontline IT support for employees in the San Francisco office and help raise the quality of Cognition’s global IT operations. Triage issues across chat, tickets, walk-ups, and endpoints; ask effective questions, reproduce problems, troubleshoot from first principles, and communicate clearly with empathy. Maintain ITSM hygiene, escalate with evidence-rich context, and turn recurring friction into runbooks, automation, and measurable service desk improvements.
Location: San Francisco
Workplace: Onsite
Employment Type: Full time
Job Function: IT Support & Helpdesk

Key Responsibilities

  • •Serve as a primary IT partner for employees across walk-ups, chat, tickets, and other support channels, owning issues through resolution.
  • •Ask clarifying questions, reproduce issues, test assumptions, and troubleshoot from first principles.
  • •Balance high-volume queues with walk-ups and high-touch support by urgency, impact, and service commitments.
  • •Maintain disciplined issue hygiene across categorization, ownership, documentation, follow-up, SLA performance, escalation, and closure quality.
  • •Turn recurring issues into runbooks and self-service guidance, configure and improve Console.ai, and partner on solution design and rollout for scalable service desk outcomes.

Key Requirements

  • •Operate hands-on in frontline enterprise support while raising standards for issue quality, troubleshooting, and employee experience.
  • •Maintain high-volume support environments combining queue-based service with walk-ups and workplace technology support.
  • •Troubleshoot across macOS and Windows endpoints, mobile devices, identity and access, SaaS applications, conferencing, and network connectivity.
  • •Work within an ITSM queue with high standards for ticket ownership, categorization, SLA performance, documentation, escalation, and follow-through.
  • •Support identity and workplace platforms including Okta, Google Workspace, Microsoft 365, Slack, Zoom, VPN, and MDM-managed devices.
Skills:Service mindsetComposureOwnershipCuriosityClear communication
Tech Stack:MacOSWindowsITSMOktaGoogle WorkspaceMicrosoft 365SlackZoomVPNMDMConsole.aiSaaSConferencingNetwork connectivitySQLAutomationAPIsLow-code

Company Brief

Cognition
Builds Devin, an autonomous AI software engineer and AI-native developer tools (Windsurf, DeepWiki) to automate software engineering workflows for enterprise customers.
Industry: Developer Tools
Company Size: Medium (51 to 250 employees)
Revenue: USD 50M to 100M
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series C
Headquarters: San Francisco, United States
Founded: 2023
Glassdoor
Glassdoor: 4.7
WebsiteLinkedInGlassdoor