Technical Support Engineer

San Francisco, CAfull time

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Cogent Security Technical Support Engineer at Cogent Security responsible for owning customer technical escalations end to end and building the support function. Diagnoses issues in production environments and drives fixes with engineering.

Responsibilities

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.
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 our 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 so each person on the team can handle more volume
Turn ticket patterns into product direction by feeding recurring issues back to product and engineering
What You'll Build in Your First Year
Support processes, tiers, service level agreements (SLAs), and escalation paths designed for enterprise security customers
Our ticketing, on-call, and incident communication setup, on tools like Pylon or Zendesk connected to Linear for engineering handoffs
A knowledge base and troubleshooting runbooks for customers and internal teams

Qualification

Strong troubleshooting skillsClearCybersecurity experienceExperience supporting AICogent is an equal opportunity employer

Required

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

Preferred

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
Cogent is an equal opportunity employer. We welcome applicants of all backgrounds and evaluate candidates without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.

Company

Cogent Security

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10000+ employees

Industrial

Founded 1892

Source: ashby

Active within the past hour

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LogsAPIsAgent tracesTicketing systemsIdentity toolsPylon

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Technical Support Engineer at Cogent Security · LumiJobs