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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Support Engineer - **Company:** Cognition LLC - **Location:** San Francisco, CA, United States - **Contract:** Permanent contract - **Skills:** Microsoft Access, Microsoft Windows, Application Programming Interfaces (APIs), Artificial Intelligence, Apple Mac Systems, Software as a Service, Information Systems, Computer Programming, Identity and Access Management, IT Management, Virtual Private Networks (VPN), Network Connections, SQL Databases, Okta, Information Technology, Slack, Low-code, Gsuite, Hardware Debugging - **Published:** October 29, 2026 - **Apply:** https://www.careerbuilder.com/job-details/it-support-engineer-san-francisco-ca--ba56f38b-b7f9-4558-991f-099e98e7f06a ## About the Role Technical Support, Computer Programming, Artificial Intelligence (AI), Technical Support, QoS (Quality of Service), Identify Issues, Information Technology & Information Systems, Coaching, Leadership, People Management, * A track record of remaining hands-on in frontline enterprise support while raising standards for issue quality, troubleshooting, and employee experience. * Demonstrated experience operating in high-volume support environments that combine queue-based service with walk-ups and workplace technology support. * A developed point of view on support quality, prioritization, escalation, and where documentation, self-service, or automation will improve the employee experience. * Strong troubleshooting experience across macOS and Windows endpoints, mobile devices, identity and access, SaaS applications, conferencing, and network connectivity. * Experience working within an ITSM queue and maintaining high standards for ticket ownership, categorization, SLA performance, documentation, escalation, and follow-through. * A track record of resolving ambiguous or complex issues by asking good questions, gathering evidence, isolating variables, and communicating a clear path forward. * Experience supporting identity and workplace platforms such as Okta, Google Workspace, Microsoft 365, Slack, Zoom, VPN, and MDM-managed devices. * Evidence of improving support through better documentation, service data, quality testing, workflow automation, or process design. * Strong written and verbal communication with the judgment to adapt to employees, executives, technical partners, and vendors. * Ability to work onsite five days a week in San Francisco. An ideal candidate will bring * Service mindset: Treats each interaction as an opportunity to build trust and provides thoughtful support even under pressure. * Composure: Remains calm, organized, and clear during high volume, rapid change, and high-impact issues. * Ownership: Follows problems through resolution or evidence-rich escalation and keeps employees informed along the way. * Curiosity: Investigates how systems work, challenges assumptions, and looks for opportunities to develop deeper technical expertise. Bonus points * Experience in a high-touch, customer-facing technical support or hardware repair environment. * Experience providing onsite support to executives or other high-impact employee groups. * Experience using SQL, reporting, or service analytics to identify trends and improve operations. * Experience automating support or access workflows with scripts, APIs, or low-code tools. * Experience leading UAT, service migrations, taxonomy improvements, or support-quality initiatives. * Deeper experience in IAM, MDM, endpoint engineering, or AI-enabled ITSM. ## Description * Serve as a primary IT partner for employees across walk-ups, chat, tickets, and other support channels, owning issues through resolution while delivering a consistent and thoughtful experience. * Ask effective clarifying questions, reproduce issues, test assumptions, and troubleshoot from first principles rather than relying on scripted fixes alone. * Balance a high-volume queue with walk-ups and high-touch support, prioritizing work by urgency, impact, and service commitments. * Communicate with clarity and empathy, setting expectations and providing useful updates even when resolution requires another team or vendor. Operate a disciplined support service * Maintain strong issue hygiene across categorization, ownership, documentation, follow-up, SLA performance, escalation, and closure quality. * Create evidence-rich escalations with reproducible steps, actions taken, relevant logs, expected behavior, and business impact. * Use support data and employee feedback to identify recurring issues, service gaps, and opportunities to improve response quality and visibility. * Support reliable employee lifecycle and workplace operations across endpoints, identity, SaaS, conferencing, hardware, and software assets in partnership with global system owners. Improve and scale how support works * Turn recurring issues into clear runbooks, knowledge-base content, self-service guidance, reusable troubleshooting patterns, and structured context that helps Console.ai and Devin deliver better support. * Configure and continuously improve Console.ai using real support patterns, including knowledge, skills, intake questions, response quality, and escalation paths. * Translate recurring employee friction into clear requirements and work closely with global IT engineers and IT leadership through solution design, testing, rollout, and measurement of service desk KPIs and outcomes. * Improve repeated workflows through service configuration, reporting, and automation, building directly where appropriate and partnering with engineers when deeper technical implementation is required.