Technical Support Engineer

Cogent Security•San Francisco, CA

17d

About The Position

Cogent is hiring its first Technical Support Engineer to own customer issues end to end and build the company’s support function as its enterprise customer base grows. The role involves diagnosing issues in customer production environments, coordinating fixes with engineering, and communicating resolutions to customers. The engineer will troubleshoot integrations, agent behavior, data pipelines, and the platform UI, and will work with enterprise security stakeholders during high-stakes incidents. The role will establish support operations, including processes, service tiers, SLAs, escalation paths, tooling, knowledge resources, and reporting. The person will also use AI to improve support efficiency, turn recurring ticket patterns into product feedback, and help hire and onboard future support engineers, with a path to leading the team.

Requirements

At least 5 years in technical support or a similar customer-facing technical role at a B2B SaaS company with a technical product; enterprise experience is ideal.
Experience rolling out and scaling support processes, including SLAs, escalation paths, tooling, and metrics.
Hands-on experience applying AI to support work, such as AI-assisted triage, response drafting, or self-serve deflection.
Strong troubleshooting skills, including reading logs, working with REST APIs and webhooks, and tracing problems across systems.
Scripting ability in Python and working knowledge of SQL.
Fluency with support metrics such as first response time, resolution time, and CSAT, and experience improving them.
Clear, calm written and verbal communication with technical and executive audiences.
Comfort building processes where none exist yet.

Nice To Haves

Cybersecurity experience, especially with vulnerability management tools such as Tenable, Qualys, Rapid7, Wiz, or CrowdStrike.
Experience managing or mentoring a support team.
Working knowledge of AWS, GCP, or Azure and identity concepts such as SSO/SAML and OAuth.
Familiarity with IT service management tools such as Jira and ServiceNow.
Experience supporting AI, machine learning, or agent-based products.
Experience as the first support hire at an early-stage startup.

Responsibilities

Own technical escalations from triage and reproduction through resolution across integrations, agent behavior, data pipelines, and the platform UI.
Debug issues in Fortune 500 production environments using logs, APIs, and agent traces across connected scanners, cloud providers, ticketing systems, and identity tools.
Advocate for customers within engineering by writing clear, reproducible bug reports, driving fixes to resolution, and delivering small fixes, scripts, and internal tooling.
Partner with the Head of Customer Success and Solutions Engineering team to integrate new customers and get them live.
Lead communications with CISOs, security engineers, and IT leaders during high-stakes incidents.
Use AI to automate triage, draft responses, and build self-serve answers to increase support capacity.
Feed recurring issue patterns back to product and engineering to inform product direction.
Build enterprise-focused support processes, service tiers, SLAs, and escalation paths.
Set up ticketing, on-call, and incident communication workflows using tools such as Pylon or Zendesk connected to Linear.
Create a knowledge base and troubleshooting runbooks for customers and internal teams.
Develop support reporting for first response time, resolution time, customer satisfaction, and leading ticket drivers.
Plan hiring and onboarding for future support engineers, with a path to leading the team.