AI Support Engineer

The role

You will resolve complex technical issues for customers using Devin and Windsurf in real-world development environments. You will investigate problems across codebases, infrastructure, developer tooling, CI/CD systems, APIs, containers, and cloud platforms.

What you will do

• Investigate, reproduce, and diagnose complex customer issues across diverse development environments.
• Perform root-cause analysis by reading logs, tracing code paths, and isolating failures.
• Resolve a high volume of incoming technical issues.
• Escalate product or infrastructure issues to engineering with technical context.
• Educate customers on best practices, workarounds, and product capabilities.
• Build internal playbooks, tooling, automations, and documentation.
• Identify recurring failure modes and share feedback with product and engineering teams.
• Support release testing and quality efforts across various environments and workflows.

Required qualifications

• 4+ years of experience in a technical role such as software engineering, infrastructure engineering, solutions engineering, technical support engineering, or developer tooling.
• Bachelor’s degree or higher in Computer Science, Software Engineering, or a related technical field, or equivalent practical experience.
• Working knowledge of Linux, Docker, Git, CI/CD pipelines, cloud platforms such as 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, such as Python, TypeScript, Java, Go, or similar.
• Strong written communication skills.
• Ability to operate with urgency in a fast-paced environment.
• 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, such as application logic, infrastructure, authentication, third-party APIs, networking, or deployment configuration.
• Prior experience working directly with engineering teams to escalate, diagnose, and resolve product issues.

About the company

Cognition is an applied AI lab building end-to-end software agents, including Devin and Windsurf. The founding team includes leaders from companies such as Scale AI, Palantir, and Google DeepMind.