Cognition·San Francisco·6 дн назад
IT Support Engineer
Ориентир по рынку≈ 655 000 – 1 549 000 ₽наш грубый ориентир по 199 вакансиям этого грейда на рынке, без учёта специальности: у работодателя вилка не указана
🏢 ОфисMiddleПолная занятость
Вилки нет, про деньги придётся договариваться с нуля.
Вакансия на английскомПереведёт заголовок и описание вакансии на русский
Наша компания
WE ARE AN APPLIED AI LAB BUILDING END-TO-END SOFTWARE AGENTS. We're the makers of Devin, the first AI software engineer.
О роли
Our team is extremely talent-dense. Among our founding team, we have world-class competitive programmers, former founders, and leaders from companies at the cutting edge of AI including Scale AI, Palantir, Cursor, Waymo, Tesla, Lunchclub, Modal, Google DeepMind, and Nuro. Building Devin is just the first step—our hardest challenges still lie ahead. If you’re excited to solve some of the world’s bi
Чем предстоит заниматься
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
Наши требования
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
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
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
Дополнительно
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
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