Role Overview
The IT Support Engineer position at Cognition is a hands-on individual contributor role based onsite in San Francisco, California. This position suits an experienced technology professional who treats frontline support as a dedicated craft and service discipline rather than just a stepping stone. Working five days a week from the local office, the successful candidate will manage daily technology needs while championing high-quality employee experiences.
Key Responsibilities
Act as a primary technical partner for employees by addressing issues via walk-ups, chat channels, and ticketing queues.
Investigate problems from first principles, utilizing clear clarifying questions and thorough testing instead of relying purely on scripted fixes.
Handle a high-volume queue alongside high-touch support requests, successfully prioritizing tasks based on urgency and impact.
Maintain robust issue hygiene across tracking, categorization, documentation, escalation, and resolution quality.
Partner with global system owners to support reliable workplace operations covering software assets, hardware, identity management, SaaS platforms, and endpoints.
Transform recurring employee friction into structured runbooks, knowledge-base articles, self-service tools, and improved workflows.
Requirements
Proven history of remaining hands-on with frontline enterprise support while elevating overall service standards and troubleshooting quality.
Practical experience navigating high-volume environments that mix queue-based operations with walk-up requests and workplace technology support.
Strong technical troubleshooting abilities spanning Windows and macOS endpoints, mobile devices, SaaS applications, network connectivity, conferencing tools, and identity access.
Professional background utilizing ITSM queues with strict adherence to documentation, ticket ownership, service-level agreements, and escalation protocols.
Hands-on familiarity supporting workplace and identity platforms such as Google Workspace, Okta, Microsoft 365, Zoom, Slack, MDM-managed devices, and VPNs.
Excellent written and verbal communication skills tailored for diverse interactions with technical partners, staff, and executives.
Ability to commute and work onsite five days a week in San Francisco.
Nice to Have
Background working within a high-touch, customer-facing hardware repair or technical support setting.
Previous experience delivering onsite support to executive leadership or other high-impact groups.
Familiarity utilizing SQL, reporting metrics, or service analytics to spot operational trends.
Capability to automate access workflows or support functions utilizing low-code tools, APIs, or scripts.
Prior involvement leading service migrations, user acceptance testing, support-quality initiatives, or taxonomy improvements.
Advanced expertise focused on endpoint engineering, identity and access management, mobile device management, or AI-enabled ITSM.
Skills and Tools
macOS and Windows Endpoints
Google Workspace, Microsoft 365, and Slack
Okta Identity and Access Management
Zoom and Network Connectivity
MDM-Managed Devices and VPN
ITSM Queue Management
SQL and Service Analytics
About the Company
Cognition operates as an applied AI lab responsible for creating Devin, recognized as the initial AI software engineer. The enterprise is driven by a talent-dense team consisting of former founders, world-class competitive programmers, and industry leaders originating from cutting-edge organizations across the artificial intelligence sector.
How to Apply
Interested candidates should visit the official Cognition careers page to submit an application for the IT Support Engineer role.
