IT Support Engineer

Responsibilities

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.

Preferred

• 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.

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.

Our Commitment

Equal Opportunity.

Cognition is an equal opportunity employer. We do not discriminate on the basis of any protected characteristic under applicable law. We are committed to providing reasonable accommodations for candidates with disabilities throughout the hiring process - please let us know if you need any. Cognition also considers applicants with criminal histories consistent with the SF Fair Chance Ordinance and similar local laws.

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