AI Support Engineer
San Francisco • FullTime
Posted 5mo ago
About the job
Cognition is seeking an AI Support Engineer to resolve complex technical issues for customers using their AI software engineer products, Devin and Windsurf. This role involves investigating ambiguous, environment-specific problems across codebases, infrastructure, developer tooling, CI/CD systems, APIs, containers, and cloud platforms. You will be responsible for reproducing bugs, analyzing logs, tracing failures, forming root-cause hypotheses, and driving issues to resolution. The ideal candidate has strong debugging instincts, broad systems knowledge, and the ability to operate with urgency in a fast-paced environment, communicating clearly with customers and partnering with engineering when necessary.
Responsibilities
- Investigate, reproduce, and diagnose complex customer issues across diverse development environments.
- Perform root-cause analysis by reading logs, tracing code paths, and correlating system behavior.
- Resolve a high volume of technical issues while maintaining investigation quality and clear customer communication.
- Escalate product or infrastructure issues to engineering with complete technical context.
- Educate customers on best practices, workarounds, and product capabilities.
- Build internal playbooks, tooling, automations, and documentation to improve investigation efficiency.
- Identify recurring failure modes and provide actionable feedback to product and engineering teams.
- Support release testing and quality efforts across various customer environments and workflows.
Requirements
- 4+ years of experience in a technical role (e.g., software engineering, infrastructure engineering, solutions engineering, technical support engineering, developer tooling).
- Bachelor’s degree or higher in Computer Science, Software Engineering, 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 reports.
- Experience analyzing logs, traces, errors, and system behavior across distributed systems.
- Strong ability to read and reason about code in multiple languages (e.g., Python, TypeScript, Java, Go).
- Strong written communication skills for explaining technical findings.
- Ability to operate with urgency in a fast-paced environment and manage a high volume of issues.
- Passion for AI, developer tools, and the future of software engineering.