AI-Driven Enterprise Support Engineer

Cogent; San Francisco (CA); On-site; USD 90,000 - 130,000; Full time

Job summary

Cogent, an Applied AI Lab, is hiring its first Technical Support Engineer to own customer issues end to end in production environments, diagnose problems, and drive fixes with engineering while communicating clearly with customers.

You'll escalate and triage across integrations, data pipelines, and the platform UI, use logs and APIs to debug, automate triage with AI, and help shape the support function as the enterprise base scales.

Qualifications

• 5+ years in technical support or a similar customer-facing technical role at a B2B SaaS company.
• Experience rolling out and scaling support processes, including SLAs, escalation paths, tooling, and metrics.
• Hands-on experience applying AI to support work, such as AI-assisted triage, response drafting, or self-serve deflection.
• Strong troubleshooting skills: comfortable reading logs, working with REST APIs and webhooks, and tracing a problem across systems.
• Scripting ability in Python and working knowledge of SQL.
• Fluency with support metrics (first response time, resolution time, CSAT) and experience improving them.
• Clear, calm written and verbal communication with both technical and executive audiences
• Comfort building process where none exists yet

Responsibilities

• Own technical escalations end to end, from triage and reproduction through resolution, across integrations, agent behavior, data pipelines, and the platform UI.
• Debug inside Fortune 500 production environments using logs, APIs, and agent traces across the scanners, cloud providers, ticketing systems, and identity tools our agents connect to.
• Act as the customer's advocate inside engineering: write clear, reproducible bug reports, drive fixes to resolution, and ship small fixes, scripts, and internal tooling yourself.
• Partner with our Head of Customer Success and the Solutions Engineering team to get new customers integrated and live.
• Lead communication with CISOs, security engineers, and IT leaders during high-stakes incidents.
• Use AI to scale support: automate triage, draft responses, and build self-serve answers so each person on the team can handle more volume.
• Turn ticket patterns into product direction by feeding recurring issues back to product and engineering

Skills

Technical support experience

B2B SaaS

Python scripting

SQL

Troubleshooting

APIs & webhooks

CSAT metrics

Executive communication

Tools

Zendesk

Pylon

Linear

Jira

ServiceNow

REST APIs

Job description

Cogent, an Applied AI Lab, is hiring its first Technical Support Engineer to own customer issues end to end in production environments, diagnose problems, and drive fixes with engineering while communicating clearly with customers.

You'll escalate and triage across integrations, data pipelines, and the platform UI, use logs and APIs to debug, automate triage with AI, and help shape the support function as the enterprise base scales.