Technical Support Engineer – Enterprise AI Security

Cogent Security; San Francisco (CA); On-site; USD 120,000 - 180,000; Full time

Job summary

Cogent Security is hiring its first Technical Support Engineer to own customer issues end to end and build Cogent's support function as our enterprise customer base scales. You will diagnose production issues, drive fixes with engineering, and close the loop with customers.

You will own escalations, debug across systems, and help shape our support processes as we grow. This role requires strong scripting, troubleshooting, and communication with executives.

Qualifications

• 5+ years in technical support or a similar customer-facing technical role at a B2B SaaS company with a technical product, ideally selling to enterprises.
• 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.

Responsibilities

• Own technical escalations end to end from triage to resolution across integrations and platform UI.
• Debug in Fortune 500 production environments using logs, APIs, and traces across scanners, cloud providers, and identity tools.
• Write clear, reproducible bug reports, drive fixes to resolution, and ship small fixes and tooling.
• Partner with Head of Customer Success and Solutions Engineering to onboard new customers.
• Lead communication with CISOs and IT leaders during high-stakes incidents.
• Use AI to scale support: automate triage, draft responses, and build self-serve answers.
• Turn ticket patterns into product direction by feeding recurring issues back to product and engineering.

Skills

Python scripting

SQL

Troubleshooting

REST APIs

Tools

Zendesk

Jira

ServiceNow

Job description

Cogent Security is hiring its first Technical Support Engineer to own customer issues end to end and build Cogent's support function as our enterprise customer base scales. You will diagnose production issues, drive fixes with engineering, and close the loop with customers.

You will own escalations, debug across systems, and help shape our support processes as we grow. This role requires strong scripting, troubleshooting, and communication with executives.