IT Support Engineer

We are an applied AI lab building end-to-end software agents. We're the makers of Devin, the first AI software engineer. Our team is extremely talent-dense. Among our founding team, we have world-class competitive programmers, former founders, and leaders from companies at the cutting edge of AI including Scale AI, Palantir, Cursor, Waymo, Tesla, Lunchclub, Modal, Google DeepMind, and Nuro. Building Devin is just the first step—our hardest challenges still lie ahead. If you’re excited to solve some of the world’s biggest problems and build AI that can reason on real-world tasks, apply to join us. We’re looking for an IT Support Engineer to own frontline employee support in our San Francisco office and raise the quality of service across Cognition’s global IT operations. This role is for someone who views support as a technical and service discipline, not simply a stepping stone. The right person can manage volume without sacrificing care, remain calm when the environment is changing quickly, and turn incomplete reports into clear diagnoses and durable resolutions. Engineering depth may vary, but strong candidates see frontline support as a craft in its own right, are building depth in one or two adjacent areas, and can partner closely with global IT engineers to turn recurring employee friction into scalable solutions. This is a hands-on individual contributor role. Leadership comes through service judgment, standards, coaching, and problem ownership rather than people management. This role is onsite five days a week in San Francisco. We value teamwork and in-person collaboration. What you’ll do Deliver support employees trust Serve as a primary IT partner for employees across walk-ups, chat, tickets, and other support channels, owning issues through resolution while delivering a consistent and thoughtful experience. Ask effective clarifying questions, reproduce issues, test assumptions, and troubleshoot from first principles rather than relying on scripted fixes alone. Balance a high-volume queue with walk-ups and high-touch support, prioritizing work by urgency, impact, and service commitments. Communicate with clarity and empathy, setting expectations and providing useful updates even when resolution requires another team or vendor. Operate a disciplined support service Maintain strong issue hygiene across categorization, ownership, documentation, follow-up, SLA performance, escalation, and closure quality. Create evidence-rich escalations with reproducible steps, actions taken, relevant logs, expected behavior, and business impact. Use support data and employee feedback to identify recurring issues, service gaps, and opportunities to improve response quality and visibility. Support reliable employee lifecycle and workplace operations across endpoints, identity, SaaS, conferencing, hardware, and software assets in partnership with global system owners. Improve and scale how support works Turn recurring issues into clear runbooks, knowledge-base content, self-service guidance, reusable troubleshooting patterns, and structured context that helps Console.ai and Devin deliver better support. Configure and continuously improve Console.ai using real support patterns, including knowledge, skills, intake questions, response quality, and escalation paths. Translate recurring employee friction into clear requirements and work closely with global IT engineers and IT leadership through solution design, testing, rollout, and measurement of service desk KPIs and outcomes. Improve repeated workflows through service configuration, reporting, and automation, building directly where appropriate and partnering with engineers when deeper technical implementation is required. What we’re looking for A track record of remaining hands-on in frontline enterprise support while raising standards for issue quality, troubleshooting, and employee experience. Demonstrated experience operating in high-volume support environments that