IT Support Engineer

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 combine queue-based service with walk-ups and workplace technology support.

• A developed point of view on support quality, prioritization, escalation, and where documentation, self-service, or automation will improve the employee experience.

• Strong troubleshooting experience across macOS and Windows endpoints, mobile devices, identity and access, SaaS applications, conferencing, and network connectivity.

• Experience working within an ITSM queue and maintaining high standards for ticket ownership, categorization, SLA performance, documentation, escalation, and follow-through.

• A track record of resolving ambiguous or complex issues by asking good questions, gathering evidence, isolating variables, and communicating a clear path forward.

• Experience supporting identity and workplace platforms such as Okta, Google Workspace, Microsoft 365, Slack, Zoom, VPN, and MDM-managed devices.

• Evidence of improving support through better documentation, service data, quality testing, workflow automation, or process design.

• Strong written and verbal communication with the judgment to adapt to employees, executives, technical partners, and vendors.

• Ability to work onsite five days a week in San Francisco.

An ideal candidate will bring

• Service mindset: Treats each interaction as an opportunity to build trust and provides thoughtful support even under pressure.

• Composure: Remains calm, organized, and clear during high volume, rapid change, and high-impact issues.

• Ownership: Follows problems through resolution or evidence-rich escalation and keeps employees informed along the way.

• Curiosity: Investigates how systems work, challenges assumptions, and looks for opportunities to develop deeper technical expertise.

Bonus points

• Experience in a high-touch, customer-facing technical support or hardware repair environment.

• Experience providing onsite support to executives or other high-impact employee groups.

• Experience using SQL, reporting, or service analytics to identify trends and improve operations.

• Experience automating support or access workflows with scripts, APIs, or low-code tools.

• Experience leading UAT, service migrations, taxonomy improvements, or support-quality initiatives.

• Deeper experience in IAM, MDM, endpoint engineering, or AI-enabled ITSM.