Frontline IT Support Engineer – AI Lab (SF Onsite)

Cognition; San Francisco (CA); On-site; USD 70,000 - 110,000; Full time

Job summary

Cognition is seeking an IT Support Engineer to own frontline employee support in our San Francisco office and elevate the quality of service across Cognition’s global IT operations.

This hands-on role emphasizes craft in frontline support, with leadership through service judgment, standards, and problem ownership. You will partner with global IT engineers to resolve issues and improve processes, while working onsite five days a week.

Qualifications

• Hands-on frontline enterprise IT support experience.
• Experience in high-volume environments with queue and walk-ups.
• Strong troubleshooting across macOS/Windows endpoints, mobile, identity, SaaS, conferencing, and network connectivity.
• Experience in ITSM queue management with clear documentation and escalation.
• Ability to work onsite five days a week in San Francisco.

Responsibilities

• Serve as a primary IT partner for employees across walk-ups, chat, tickets, and other channels, owning issues through resolution.
• Reproduce issues, test assumptions, and troubleshoot from first principles with minimal scripting.
• Balance high volume queue with walk-ups, prioritizing by urgency, impact, and service commitments.
• Maintain clear, empathetic communication and provide updates when coordination with other teams is needed.
• Develop runbooks and knowledge content to improve future support and enable self-service.

Skills

Frontline IT support

High-volume support

Troubleshoot macOS/Windows

Identity & access

SaaS apps & conferencing

Network connectivity

Communication

Tools

Okta

Google Workspace

Microsoft 365

Slack

Zoom

VPN

MDM‑managed devices

Job description

Cognition is seeking an IT Support Engineer to own frontline employee support in our San Francisco office and elevate the quality of service across Cognition’s global IT operations.

This hands-on role emphasizes craft in frontline support, with leadership through service judgment, standards, and problem ownership. You will partner with global IT engineers to resolve issues and improve processes, while working onsite five days a week.