AI Support Engineer

Cognition is an applied AI lab focused on building end-to-end software agents. They are seeking an AI Support Engineer to respond to customer issues, leveraging AI and computer science knowledge to drive the adoption of their AI technology.

What you'll do:

• First line of response to any customer issues: Customer issues could stem from misuse of the software, errors in the deployment, or bugs in the underlying software. Support engineers are required to use their AI and CS knowledge to root cause, reproduce, and respond to any type of issue. Support engineers will help define processes and build automations to streamline our support function
• Escalation, resolution, and education: If a support engineer is unable to resolve a customer issue, they are responsible for escalating the issue to the appropriate Cognition/Windsurf stakeholders (deployed engineering, field IT, or enterprise engineering), tracking and understanding the resolution of the issue, and educating the customer on the solution
• Knowledge documentation and distribution: Support engineers are responsible for documenting learnings about failure modalities across use and deployment and distributing that knowledge to end customers and internal engineering teams
• Product testing and feedback: Cognition and Windsurf’s products work across a range of IDEs, programming languages, and modalities. Support engineers will be instrumental in testing each release. Support engineers will also use their CS and AI skills to automate parts of the QA process

What they're looking for:

• 2+ years working in a technical role
• Bachelor's or higher degree in Computer Science, Software Engineering, or related field
• Knowledge of distributed computing, containerization, and orchestration technologies (e.g., Docker, Kubernetes)
• Proficiency in programming languages such as Python, Java, or Go
• Strong organizational skills and customer friendliness
• Strong problem-solving skills and the ability to work in a fast-paced, dynamic startup environment
• Passion for artificial intelligence and large language models
• Hands-on experience with these technologies is not required, but is a plus