Technical Support Engineer

About CogentCogent is an applied AI lab building the next generation of AI agents for cybersecurity. AI has fundamentally changed how attacks happen, allowing malicious actors to operate at unprecedented speed and scale. Cogent's "AI Taskforce" assesses petabytes of enterprise data to remediate these issues before critical breaches occur.To stay at the cutting edge, we blend frontier research with real-world execution. Alongside our core product work, Cogent Research serves as our applied AI lab, providing the research horsepower needed to make truly agentic security workflows a reality.We partner with Fortune 500 companies to secure some of the most complex production environments in the world.We're backed by Greylock & Bain Capital Ventures, and we've built a team with the best minds in applied AI. Our team is comprised of people from:Top universities like Stanford, Berkeley, Penn, Duke, Carnegie Mellon, WaterlooUnicorn, high-growth companies like Scale AI, Databricks, Stripe, Tesla, CoinbaseWorld class cybersecurity experts from Wiz, Abnormal AI, ZscalerPreeminent research labs like Deepmind and SAILAbout The RoleWe're hiring our first Technical Support Engineer to own customer issues end to end and build Cogent's support function as our enterprise customer base scales. When an integration breaks or an agent behaves unexpectedly in a customer's production environment, you'll diagnose it, drive the fix with engineering, and close the loop with the customer.What You'll DoOwn technical escalations end to end, from triage and reproduction through resolution, across integrations, agent behavior, data pipelines, and the platform UIDebug inside Fortune 500 production environments using logs, APIs, and agent traces across the scanners, cloud providers, ticketing systems, and identity tools our agents connect toAct as the customer's advocate inside engineering: write clear, reproducible bug reports, drive fixes to resolution, and ship small fixes, scripts, and internal tooling yourselfPartner with our Head of Customer Success and the Solutions Engineering team to get new customers integrated and liveLead communication with CISOs, security engineers, and IT leaders during high-stakes incidentsUse AI to scale support: automate triage, draft responses, and build self-serve answers so each person on the team can handle more volumeTurn ticket patterns into product direction by feeding recurring issues back to product and engineeringWhat You'll Build In Your First YearSupport processes, tiers, service level agreements (SLAs), and escalation paths designed for enterprise security customersOur ticketing, on-call, and incident communication setup, on tools like Pylon or Zendesk connected to Linear for engineering handoffsA knowledge base and troubleshooting runbooks for customers and internal teamsSupport reporting on first response time, resolution time, customer satisfaction (CSAT), and top ticket driversThe hiring plan and onboarding for the next support engineers, with a path to leading the teamWhat We're Looking For5+ years in technical support or a similar customer-facing technical role at a B2B SaaS company with a technical product, ideally selling to enterprisesExperience rolling out and scaling support processes, including SLAs, escalation paths, tooling, and metricsHands-on experience applying AI to support work, such as AI-assisted triage, response drafting, or self-serve deflectionStrong troubleshooting skills: comfortable reading logs, working with REST APIs and webhooks, and tracing a problem across systemsScripting ability in Python and working knowledge of SQLFluency with support metrics (first response time, resolution time, CSAT) and experience improving themClear, calm written and verbal communication with both technical and executive audiencesComfort building process where none exists yetBonus PointsCybersecurity experience, especially with vulnerability management tools like Tenable, Qualys, Rapid7, Wiz, or CrowdStrikeExperience managing or mentoring a support teamWorking knowledge of a major cloud platform (AWS, GCP, or Azure) and identity concepts like SSO/SAML and OAuthFamiliarity with IT service management tools like Jira and ServiceNowExperience supporting AI, machine learning, or agent-based productsExperience as the first support hire at an early-stage startupCogent is an equal opportunity employer. We welcome applicants of all backgrounds and evaluate candidates without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.