AI Support Engineer

Stack

Responsibilities

• ▹Investigate, reproduce, and diagnose complex customer issues across diverse development environments (cloud infrastructure, CI/CD, APIs, containers, version control, IDEs, enterprise deployments)
• ▹Perform root-cause analysis by reading logs, tracing code paths, correlating system behavior, and forming hypotheses
• ▹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, and environment details
• ▹Educate customers on best practices, workarounds, and deployment patterns to improve adoption
• ▹Build internal playbooks, tooling, automations, and documentation that make future investigations faster
• ▹Identify recurring failure modes and share actionable feedback with product, engineering, and deployment teams
• ▹Support release testing and quality efforts across the range of customer environments

Requirements

• ▹4+ years of experience in a technical role (software engineering, infrastructure engineering, solutions engineering, technical support, or developer tooling)
• ▹Bachelor's degree or higher in Computer Science, Software Engineering, or a related field, or equivalent practical experience
• ▹Working knowledge of Linux, Docker, Git, CI/CD pipelines, cloud platforms (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 (Python, TypeScript, Java, Go, or similar)
• ▹Strong written communication skills for explaining technical findings to customers and 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

Nice to have

• ▹Experience building internal tools, scripts, or automations to accelerate debugging, support, or QA workflows
• ▹Familiarity with LLMs, AI-assisted development tools, IDEs, or developer productivity platforms
• ▹Experience in high-volume technical support or customer engineering environments
• ▹Experience debugging issues that span multiple layers of the stack (application logic, infrastructure, authentication, third-party APIs, networking, deployment)
• ▹Prior experience working directly with engineering teams to escalate, diagnose, and resolve product issues

Soft skills

About the company

Cognition is an applied AI lab building end-to-end software agents. They're the makers of Devin, the first AI software engineer, and Windsurf, the AI-native IDE. The small, talent-dense team includes world-class competitive programmers, former founders, and leaders from top AI companies.