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Cogent is an Applied AI Lab building AI agents for cybersecurity. The company's "AI Taskforce" assesses petabytes of enterprise data to remediate security issues before critical breaches occur. Cogent partners with Fortune 500 companies to secure complex production environments and is backed by Greylock and Bain Capital Ventures.
You will be Cogent's first Technical Support Engineer, owning the establishment and scaling of the support function as the enterprise customer base grows. You will own technical escalations end-to-end—from triage and reproduction through resolution—across integrations, agent behavior, data pipelines, and the platform UI. You'll debug inside Fortune 500 production environments using logs, APIs, and agent traces across scanners, cloud providers, ticketing systems, and identity tools that Cogent's agents connect to.
Key responsibilities include acting as the customer's advocate inside engineering by writing clear, reproducible bug reports, driving fixes to resolution, and shipping small fixes, scripts, and internal tooling yourself. You'll partner with the Head of Customer Success and Solutions Engineering team to onboard new customers and get them live. You'll lead communication with CISOs, security engineers, and IT leaders during high-stakes incidents. You'll leverage AI to scale support through automating triage, drafting responses, and building self-serve answers so the team can handle more volume. You'll also turn ticket patterns into product direction by feeding recurring issues back to product and engineering.
In your first year, you will build support processes, tiers, SLAs, and escalation paths designed for enterprise security customers. You'll establish ticketing, on-call, and incident communication setups using tools like Pylon or Zendesk connected to Linear for engineering handoffs. You'll create a knowledge base and troubleshooting runbooks for customers and internal teams, implement support reporting on first response time, resolution time, CSAT, and top ticket drivers, and develop the hiring plan and onboarding for the next support engineers with a path to leading the team.
**Requirements:**
- 5+ years in technical support or 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 problems 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
**Bonus Points:**
- 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
