IT Support Engineer

About the role

Cognition, an applied AI lab, is seeking an IT Support Engineer to own frontline employee support in its San Francisco office. You will be the primary technical partner for employees, handling walk‑ins, chat, tickets and other channels while ensuring a consistent, high‑quality experience.

Key responsibilities

• Provide first‑line support across hardware, software, SaaS, identity and conferencing tools.
• Diagnose, reproduce and resolve issues using first‑principles troubleshooting.
• Maintain issue hygiene: accurate categorisation, documentation, SLA tracking and timely escalation.
• Create detailed, evidence‑rich escalations for complex problems.
• Analyse support data and employee feedback to identify recurring issues and improve service processes.
• Develop runbooks and knowledge‑base articles to scale solutions.

Required profile

• Strong technical mindset with a service‑oriented attitude.
• Ability to manage a high‑volume queue while delivering thoughtful, empathetic communication.
• Comfortable working in a fast‑changing environment and collaborating with global IT engineers.
• Self‑starter who treats support as a craft rather than a stepping stone.

Required skills

• Experience with endpoint support (PC, macOS, mobile devices).
• Familiarity with SaaS applications, identity management and conferencing tools.
• Proficiency in ticketing systems and documentation best practices.

What we offer

• Full‑time, permanent position in a talent‑dense AI startup.
• On‑site collaboration in a vibrant San Francisco office.
• Opportunity to shape global IT operations and influence scalable solutions.