AI Support Engineer

Cognition-posted 4 months ago
Full-time • Entry Level
1-10 employees
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Cognition and Windsurf give AI-powered tools to development teams at thousands of enterprises, from startups to Fortune 500 companies. Due to the complexity of enterprise tasks and environments, combined with the rapid evolution of the product itself, customer issues may come up that would reduce adoption and value driven if not addressed rapidly. You will be the first line of responding and resolving these customer issues, leveraging your computer science and AI knowledge to help customers effectively. Your role will be instrumental in driving adoption of AI technology. This is a unique opportunity to work at an AI startup with real users.

  • 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.
  • Help define processes and build automations to streamline our support function.
  • If a support engineer is unable to resolve a customer issue, they are responsible for escalating the issue to the appropriate Cognition/Windsurf stakeholders.
  • Track and understand the resolution of the issue, and educate the customer on the solution.
  • Document learnings about failure modalities across use and deployment and distribute that knowledge to end customers and internal engineering teams.
  • Test each release of Cognition and Windsurf’s products across a range of IDEs, programming languages, and modalities.
  • Automate parts of the QA process using CS and AI skills.
  • 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 AI technologies is a plus.
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