Technical Support Engineer

We're hiring our first Technical Support Engineer to own customer issues end to end and build Cogent's support function as our enterprise customer base scales. When an integration breaks or an agent behaves unexpectedly in a customer's production environment, you'll diagnose it, drive the fix with engineering, and close the loop with the customer.

Responsibilities

Own technical escalations end to end, from triage and reproduction through resolution, across integrations, agent behavior, data pipelines, and the platform UI; Debug inside Fortune 500 production environments using logs, APIs, and agent traces across the scanners, cloud providers, ticketing systems, and identity tools our agents connect to; Act as the customer's advocate inside engineering: write clear, reproducible bug reports, drive fixes to resolution, and ship small fixes, scripts, and internal tooling yourself; Partner with the Head of Customer Success and the Solutions Engineering team to get new customers integrated and live; Lead communication with CISOs, security engineers, and IT leaders during high-stakes incidents; Use AI to scale support: automate triage, draft responses, and build self-serve answers; Turn ticket patterns into product direction by feeding recurring issues back to product and engineering; Design support processes, tiers, service level agreements (SLAs), and escalation paths for enterprise security customers; Set up ticketing, on-call, and incident communication tools connected to Linear for engineering handoffs; Build a knowledge base and troubleshooting runbooks for customers and internal teams; Establish support reporting on first response time, resolution time, CSAT, and top ticket drivers; Create the hiring plan and onboarding for the next support engineers, with a path to leading the team

Requirements

5+ years in technical support or a similar customer-facing technical role at a B2B SaaS company with a technical product, ideally selling to enterprises; 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: comfortable reading logs, working with REST APIs and webhooks, and tracing a problem across systems; Scripting ability in Python and working knowledge of SQL; Fluency with support metrics (first response time, resolution time, CSAT) and experience improving them; Clear, calm written and verbal communication with both technical and executive audiences; Comfort building process where none exists yet

Nice to have

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