Cognition
IT Support Engineer
San Francisco · On-site · Full-time · Posted Sep 16, 2026
About the job
Provides frontline IT support to San Francisco employees and improves service quality across Cognition’s global IT operations.
What you'll do
- Own employee issues across support channels, troubleshoot and resolve them, and maintain clear communication and ticket hygiene.
- Support employee lifecycle and workplace technology operations across endpoints, identity, SaaS, conferencing, and assets.
- Improve support processes through documentation, self-service, Console.ai configuration, reporting, and automation.
What they ask for
- Demonstrated experience in high-volume support combining queue-based service, walk-ups, and workplace technology support.
- Strong troubleshooting across macOS and Windows endpoints, mobile devices, identity and access, SaaS applications, conferencing, and network connectivity.
- Experience with ITSM queues, including ticket ownership, categorization, SLA performance, documentation, escalation, and follow-through.
- Ability to work onsite five days a week in San Francisco.
Nice to have
- Experience with SQL, reporting, or service analytics; support automation with scripts, APIs, or low-code tools.
- Deeper experience in IAM, MDM, endpoint engineering, or AI-enabled ITSM.
Tools
macOS, Windows, Okta, Google Workspace, Microsoft 365, Slack, Zoom, VPN
AI focus
Configure Console.ai and create knowledge, skills, intake questions, and escalation paths to improve AI-enabled employee support; structure context so Console.ai and Devin can deliver better support.
Model-written summary · the original posting is authoritative