AI Support Engineer

Job summary

Responsibilities

Cognition is building the AI software engineer of the future. As an AI Support Engineer, you will be responsible for resolving complex technical issues for customers using Devin and Windsurf in real-world development environments.

• Investigate, reproduce, and diagnose complex customer issues across diverse development environments, including cloud infrastructure, CI/CD systems, APIs, containers, version…
• Perform root-cause analysis by reading logs, tracing code paths, correlating system behavior, forming hypotheses, and isolating failures.
• Resolve a high volume of incoming technical issues while maintaining strong investigation quality and clear customer communication.
• Escalate product or infrastructure issues to engineering with complete technical context, including reproduction steps, logs, environment details, and root-cause hypotheses.
• Educate customers on best practices, workarounds, deployment patterns, and product capabilities to improve adoption and reduce recurring issues.

What they're looking for

• 4+ years of experience in a technical role such as software engineering, infrastructure engineering, solutions engineering, technical support engineering, or developer tooling.
• Bachelor’s degree or higher in Computer Science, Software Engineering, or a related technical field, or equivalent practical experience.
• Working knowledge of Linux, Docker, Git, CI/CD pipelines, cloud platforms such as AWS/GCP/Azure, and networking fundamentals.
• Demonstrated ability to reproduce, isolate, and debug technical issues from incomplete or ambiguous reports.
• Experience analyzing logs, traces, errors, and system behavior across distributed or multi-component systems.

Tech stack

• Docker
• AWS
• GCP
• Azure
• Python
• TypeScript
• Java
• Go