Cogent Security
Technical Support Engineer
San Francisco, CA +1 · Full-time · Posted Oct 22, 2026
- Location
- San Francisco, CA
Remote, US - Experience
- 5+ years; no stated alternative.
About the job
Own customer technical issues end to end and establish the support function for Cogent’s enterprise cybersecurity AI platform.
What you'll do
- Triage, reproduce, troubleshoot, and resolve customer escalations across integrations, agent behavior, data pipelines, and the platform; coordinate fixes with engineering.
- Build enterprise support processes, tooling, documentation, reporting, and team onboarding.
- Use AI to scale support and communicate with customers during incidents; share recurring issue patterns with product and engineering.
What they ask for
- 5+ years in technical support or a similar customer-facing technical role at a B2B SaaS company with a technical product.
- Experience scaling support processes, including SLAs, escalation paths, tooling, and metrics.
- Hands-on experience applying AI to support work.
- Troubleshooting skills with logs, REST APIs, and webhooks; scripting ability in Python and working knowledge of SQL.
Nice to have
- Cybersecurity experience, especially with vulnerability management tools.
- Experience managing or mentoring a support team; cloud, identity, IT service management, or AI-product support experience.
Tools
Python, SQL, REST APIs, Pylon, Zendesk, Linear, Tenable, Qualys
AI focus
Apply AI to support work through triage automation, response drafting, and self-serve answers; the company builds AI agents for cybersecurity.
Model-written summary · the original posting is authoritative