AI Support Engineer (AI)

TL;DR

AI Support Engineer (AI): Resolving complex technical issues for users of Devin and Windsurf with an accent on root-cause analysis across diverse development environments. Focus on diagnosing failures in CI/CD systems, cloud infrastructure, and multi-language codebases to drive product stability.

Location: On-site in Tokyo or New York City

Company

Cognition is building the AI software engineer of the future through products like Devin and Windsurf.

What you will do

• Investigate and diagnose complex customer issues across cloud infrastructure, CI/CD, APIs, and containers.
• Perform root-cause analysis by analyzing logs and tracing code paths to isolate failures.
• Resolve a high volume of technical issues while maintaining high investigation quality.
• Escalate infrastructure and product bugs to engineering with full technical context.
• Create internal playbooks and automation tools to optimize support workflows.
• Provide actionable feedback to product and engineering teams based on recurring failure modes.

Requirements

• 4+ years of experience in software, infrastructure, or technical support engineering.
• Bachelor’s degree in Computer Science or a related technical field.
• Proficiency with Linux, Docker, Git, CI/CD pipelines, and cloud platforms (AWS, GCP, or Azure).
• Ability to read and reason about code in Python, TypeScript, Java, or Go.
• Strong written communication skills for technical explanations.
• Must be based in or able to work on-site in Tokyo or New York City.

Nice to have

• Experience building internal debugging tools or automation scripts.
• Familiarity with LLMs and AI-assisted development tools.
• Background in high-volume technical support or customer engineering.
• Experience debugging issues spanning multiple layers (app logic, infra, auth, networking).

Culture & Benefits

• Work with a talent-dense founding team from companies like Google DeepMind, Scale AI, and Tesla.
• Opportunity to work at the frontier of AI-assisted software development.
• Equal opportunity employer committed to diversity and inclusion.
• Reasonable accommodations provided for candidates with disabilities throughout the hiring process.