AI Support Engineer
On-siteNew York City, New York, United States or Tokyo, Tokyo, Japan
Job Summary
AI Support Engineer at Cognition, responsible for resolving complex customer issues involving Devin and Windsurf in real-world development environments. You will investigate ambiguous, environment-specific problems across codebases, infrastructure, developer tooling, CI/CD systems, APIs, containers, and cloud platforms; reproduce bugs, analyze logs, trace failures, form root-cause hypotheses, and drive issues to resolution. The role requires broad systems knowledge, strong debugging instincts, clear customer communication, and close collaboration with engineering to escalate product or infrastructure issues. You will educate customers on best practices, build internal playbooks and tooling to accelerate investigations, identify recurring failure modes, and support release testing across diverse environments and workflows. You should thrive in a fast-paced setting with high-volume technical issues and demonstrate a passion for AI and developer tools.
Required Qualifications
- 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
- Strong ability to read and reason about code in multiple languages, such as Python, TypeScript, Java, Go, or similar
- Strong written communication skills, especially when explaining technical findings to customers and internal engineering teams
- Ability to operate with urgency in a fast-paced environment while managing a steady stream of incoming issues
- Passion for AI, developer tools, and the future of software engineering
Desired Qualifications
- Experience building internal tools, scripts, or automations to accelerate debugging, support, or QA workflows.
- Familiarity with LLMs, AI-assisted development tools, IDEs, or developer productivity platforms.
- Experience in high-volume technical support or customer engineering environments.
- Experience debugging issues that span multiple layers of the stack, such as application logic, infrastructure, authentication, third-party APIs, networking, or deployment configuration.
- Prior experience working directly with engineering teams to escalate, diagnose, and resolve product issues.
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