Cognition is building the AI software engineer of the future. As an AI Support Engineer, you will be responsible for resolving complex technical issues for customers using Devin and Windsurf in real-world development environments
This role goes well beyond basic support. You will investigate ambiguous, environment-specific problems across codebases, infrastructure, developer tooling, CI/CD systems, APIs, containers, and cloud platforms. You will reproduce bugs, analyze logs, trace failures, form root-cause hypotheses, and drive issues to resolution quickly and rigorously
We are looking for someone with strong debugging instincts, broad systems knowledge, and the ability to operate with urgency across a high volume of technical issues. You should be comfortable context-switching across problem domains, communicating clearly with customers, and partnering closely with engineering when deeper product investigation is required
This is a unique opportunity to work at the frontier of AI-assisted software development, with real customers relying on the product every day
Investigate, reproduce, and diagnose complex customer issues across diverse development environments, including cloud infrastructure, CI/CD systems, APIs, containers, version control, IDEs, and enterprise deployment setups
Perform root-cause analysis by reading logs, tracing code paths, correlating system behavior, forming hypotheses, and isolating failures
Resolve a high volume of incoming technical issues while maintaining strong investigation quality and clear customer communication
Escalate product or infrastructure issues to engineering with complete technical context, including reproduction steps, logs, environment details, and root-cause hypotheses
Educate customers on best practices, workarounds, deployment patterns, and product capabilities to improve adoption and reduce recurring issues
Build internal playbooks, tooling, automations, and documentation that make future investigations faster and more systematic
Identify recurring failure modes and share actionable feedback with product, engineering, and deployment teams
Support release testing and quality efforts across the range of environments, languages, IDEs, and workflows our customers use