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AI Support Engineer

CognitionSan FranciscoCustomer Engineering
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Salary
Not listed
Job type
Full-time
Posted
15 Apr 2026
Status
Open · checked 7d ago

About this role

Cognition in San Francisco is seeking an AI Support Engineer to troubleshoot complex technical issues for users working with advanced AI software tools. This full-time role suits experienced professionals with strong debugging skills who want to help shape the future of AI-assisted software development.

Role Overview

As an AI Support Engineer at Cognition, the focus is on resolving challenging technical problems for customers utilizing Devin and Windsurf in live development environments. The professional in this position will investigate vague, environment-specific issues across infrastructure, cloud platforms, containers, APIs, and codebases. Responsibilities include reproducing bugs, evaluating logs, tracing failures, and driving problems to swift resolutions while collaborating closely with the engineering division.

Key Responsibilities

Troubleshoot, reproduce, and diagnose difficult customer problems across varied development setups like cloud infrastructure, version control, CI/CD pipelines, APIs, containers, and enterprise deployments.
Conduct root-cause analysis through reading logs, tracing code paths, correlating behaviors, and isolating failures.
Manage a high volume of technical support issues while keeping clear communication with clients and ensuring investigation quality.
Partner with engineering by escalating product problems accompanied by comprehensive technical contexts, reproduction steps, and root-cause theories.
Advise customers on deployment patterns, product features, and best practices to boost adoption and minimize recurring difficulties.
Create internal documentation, automation scripts, and playbooks to make upcoming technical investigations more systematic and efficient.
Recognize recurring failure patterns and deliver actionable insights to product and deployment teams.
Assist with release testing across various customer environments, programming languages, and workflows.

Requirements

Four or more years of professional experience in technical support engineering, software engineering, infrastructure engineering, developer tooling, or solutions engineering.
A bachelor degree or higher in Software Engineering, Computer Science, or a related technical field, or matching practical experience.
Working knowledge of Linux, Git, Docker, networking fundamentals, CI/CD pipelines, and cloud platforms like GCP, AWS, or Azure.
Proven capability to isolate, reproduce, and debug technical issues starting from incomplete or ambiguous reports.
Experience analyzing traces, logs, errors, and system behaviors across distributed or multi-component architectures.
Strong proficiency in reading and reasoning about code across multiple programming languages, including Java, TypeScript, Python, or similar.
Excellent written communication abilities when conveying technical discoveries to clients and internal engineering colleagues.
Ability to maintain urgency in a fast-paced setting while handling a consistent stream of incoming tickets.
Genuine passion for artificial intelligence, developer tools, and the evolution of software engineering.

Nice to Have

Experience creating internal tools, automations, or custom scripts to speed up debugging, QA, or support workflows.
Familiarity with large language models, AI-driven development platforms, IDEs, or developer productivity software.
Background in high-volume customer engineering or technical support environments.
Experience troubleshooting challenges covering multiple stack layers, such as networking, application logic, infrastructure, third-party APIs, or authentication.
Previous experience collaborating directly with engineering departments to diagnose, escalate, and resolve product concerns.

Skills and Tools

Python
TypeScript
Java
AWS
GCP
Azure
Docker
Linux
Git
CI/CD Pipelines

About the Company

Cognition is an applied artificial intelligence lab that builds end-to-end software agents and is recognized as the creator of Devin, the first AI software engineer. The team features world-class competitive programmers, former founders, and industry leaders from cutting-edge AI organizations.

How to Apply

Interested candidates should apply directly on the official company careers page.

Skills and tech stack

PythonAWSGCPAzureDockerTypeScriptJava

Questions candidates ask

What is the location of the AI Support Engineer role?

The position is based in San Francisco, California.

What level of experience is required for this job?

Candidates must have 4+ years of experience in a technical role such as software engineering, technical support engineering, infrastructure engineering, solutions engineering, or developer tooling.

What programming languages should applicants be familiar with?

Applicants should have a strong ability to read and reason about code in multiple languages, such as Python, TypeScript, Java, or similar.

What specific tools and technologies are mentioned in the requirements?

Required technical exposure includes Linux, Docker, Git, CI/CD pipelines, cloud platforms like AWS, GCP, or Azure, and networking fundamentals.

How should I submit my application?

You should apply directly on the official company careers page.

Ready to apply?

The application is on the official Cognition careers page.

Apply on company site