IT Support Engineer

The role

The IT Support Engineer will own frontline employee support in the San Francisco office and raise service quality across global IT operations. This individual contributor role involves troubleshooting macOS and Windows endpoints, managing identity and SaaS applications, and improving support through automation and documentation.

What you will do

• Serve as a primary IT partner for employees via walk-ups, chat, and tickets.
• Troubleshoot issues from first principles and reproduce issues.
• Balance a high-volume queue with walk-ups and high-touch support.
• Maintain issue hygiene including categorization, ownership, and documentation.
• Create evidence-rich escalations with reproducible steps and logs.
• Use support data and employee feedback to identify recurring issues.
• Support employee lifecycle and workplace operations across endpoints, identity, SaaS, and hardware.
• Create runbooks, knowledge-base content, and self-service guidance.
• Configure and improve Console.ai using real support patterns.
• Translate employee friction into requirements for global IT engineers.

Required qualifications

• Track record of hands-on frontline enterprise support.
• Experience operating in high-volume support environments with queue-based service and walk-ups.
• Developed point of view on support quality, prioritization, and escalation.
• Strong troubleshooting experience across macOS and Windows endpoints, mobile devices, identity and access, SaaS applications, conferencing, and network connectivity.
• Experience working within an ITSM queue.
• Track record of resolving ambiguous or complex issues.
• Experience supporting identity and workplace platforms such as Okta, Google Workspace, Microsoft 365, Slack, Zoom, VPN, and MDM-managed devices.
• Evidence of improving support through documentation, service data, quality testing, workflow automation, or process design.
• Strong written and verbal communication.
• Ability to work onsite five days a week in San Francisco.

Nice to have

• Experience in a high-touch, customer-facing technical support or hardware repair environment.
• Experience providing onsite support to executives or other high-impact employee groups.
• Experience using SQL, reporting, or service analytics to identify trends and improve operations.
• Experience automating support or access workflows with scripts, APIs, or low-code tools.
• Experience leading UAT, service migrations, taxonomy improvements, or support-quality initiatives.
• Deeper experience in IAM, MDM, endpoint engineering, or AI-enabled ITSM.

About the company

Cognition is an applied AI lab building end-to-end software agents, including Devin, the first AI software engineer.