IT Support Engineer

present of AI; San Francisco (CA); On-site; USD 65,000 - 90,000; Full time

Job summary

Cognition is seeking a hands-on frontline IT professional in San Francisco, onsite five days a week. The role covers walk-ups, chat, and tickets across Mac and Windows devices, identity tools, SaaS apps, video calls, and networks.

A strong candidate has worked in a busy support queue, can turn vague reports into clear diagnoses, and writes escalations with solid evidence while keeping tickets tidy and follow-ups on time.

Qualifications

• Must have hands-on frontline IT experience in a busy environment.
• Experience handling walk-ups, chat and ticketing across Mac and Windows devices.
• Familiar with identity tools and SaaS apps, video calls and basic networks.

Responsibilities

• Handle walk-up support, chat, and ticket flow for Mac and Windows devices.
• Support identity tools, SaaS apps, video conferencing, and network-related issues.
• Document issues with clear diagnoses and escalate with solid evidence; maintain tidy tickets and timely follow-ups.

Skills

High-volume support

Issue diagnosis

Escalation writing

Ticket management

Tools

Okta

Google Workspace

Job description

Customer & Solutions · San Francisco · FullTime · Mid level

This is a hands-on frontline IT job in the San Francisco office, five days a week onsite. It covers walk-ups, chat and tickets across Mac and Windows devices, identity tools, SaaS apps, video calls and networks. A strong candidate has worked in a busy support queue, can turn vague reports into clear diagnoses, writes escalations with solid evidence, and keeps tickets tidy and follow-ups on time.

How it fits the AI era

AI can handle a growing share of routine questions, so the person in this role spends more time on judgment, odd cases and improving the support system itself. Part of the job is teaching the company's own AI support tool by feeding it good knowledge, intake questions and escalation paths drawn from real tickets. What stays human is the walk-up help, calm communication under pressure, and deciding what is urgent or when something needs a specialist.

How it builds AI experience

The role offers direct practice configuring and tuning an AI support assistant using real support patterns, which is a rare hands-on skill in IT. Because the company builds an autonomous software engineer, there is also a chance to see how AI tools are used in daily work and to automate repeated workflows with scripts or low-code tools. To prepare, someone could try an AI helpdesk or chatbot on a personal or past project, and track how well its answers match real tickets.

Worth showing

• High-volume queue and walk-up support
• Okta and Google Workspace admin
• Mac and Windows MDM troubleshooting
• Runbooks and knowledge base writing
• Scripting or workflow automation

This is our own read, written from the employer's posting and the company's Spotlight. The employer's posting is the source of truth for the role.

About Cognition

Applied AI lab building Devin, an autonomous software engineering agent that plans, writes, debugs, and deploys code